Customer Success Initiative Team Meeting13-14 November 2018Hosted by ServiceNow in Santa Clara, CA Notes and presentations are available to Consortium Members on the wiki. Discussion Topics Value Models and the Customer Success Initiative Framework - Greg Oxton, Consortium for Service InnovationKCS in Professional Services - Melissa George, Consortium for Service InnovationMember Experience: KCS Across the … Continue reading Team Meeting Summary: Customer Success Initiative
The 2019 Member Summit will be held April 8-11 at the Cliff House Maine in York, ME. Registration and details available here. Monday, April 8: evening receptionTuesday, April 9: 9 am to 5 pmWednesday, April 10: 9 am to 5 pmThursday, April 11: 9 am to noon
Intelligent Swarming Team Meeting13-15 June 2018Hosted by Akamai in Denver, CO Notes and presentations are available to Consortium Members on the wiki. Discussion Topics Intelligent Swarming Overview - Greg Oxton, ConsortiumIntelligent Swarming: Critical Enablers - Greg Oxton, ConsortiumDesigning a Reputation Model for People - Greg Oxton, ConsortiumMember Experience: Designing a Reputation Model - Dr. Karen … Continue reading Team Meeting Summary: Intelligent Swarming
Predictive Customer Engagement Team Meeting25-27 April 2018Hosted by National Instruments in Austin, TX Notes and presentations are available to Consortium Members on the wiki. Discussion Topics Proactive/Predictive Customer Support Model (Work Done to Date) - Greg Oxton, ConsortiumMaking Customer Success Managers Successful - Ed Smith, athenahealthMember Experience with Predictive Customer Engagement - Glen Worthington, PTCPredictive … Continue reading Team Meeting Summary: Predictive Customer Engagement
KCS Across the Organization Team Meeting7-9 February 2018Hosted by University of Phoenix in Tempe, AZ Discussion Topics Enterprise Content Management vs Knowledge Management - David Kay, DB Kay & AssociatesKCS in Professional Services - Jim Mullins, DellEMC and Stephenie Gloden, AgileFieldKCS v6 Adoption Guide - Greg Oxton, Consortium and Jennifer Crippen, DB Kay & AssociatesKCS … Continue reading Team Meeting Summary: KCS Across the Organization
The 2018 Member Summit will be held March 19-21 at the Westin Verasa Napa in Napa, CA. Click here for registrations and logistics.
The Consortium for Service Innovation’s 2016 Executive Summit convened in Colorado Springs, Colorado to discuss Shared Services Strategies and skills utilization across the organization. As business models and modes of interaction shift toward more personalized, often subscription-based products and services, Consortium member companies are focusing on customer productivity and success as a differentiator. Because many … Continue reading 2016 Executive Summit: Video Summary
The 2017 Member Summit will be held April 3-5 at the Intercontinental The Clement Monterey in Monterey, CA. Click here for registrations and logistics.
Consortium members met at Cisco outside Dallas for an exploratory meeting around building a global support strategy. We originally thought we were looking to create a consistent customer support experience across multiple channels. After some discussion, we realized the better question was: How do we build a strategy that offers a customer experience which reinforces … Continue reading Strategy for a Global Support Experience: Team Meeting Summary
Three minute summary: Consortium members met at National Instruments in Austin to discuss the convergence of Communities, Social Networks, and KCS. Melissa George began by setting some context and covering the work previously done by the Consortium, including the Three Tenets of Social and Support, the Social Support Journey Matrix, and Dr. Michael Wu’s Relativity … Continue reading Communities, Social Networks, and KCS: Team Meeting Summary