Predictive Customer Engagement: Team Meeting Summary

Three minute video summary: Consortium members met recently in Phoenix to explore “Predictive Customer Engagement,” or “Necessary Knowledge:” a topic suggested at the Leadership Committee Meeting in December 2013.  How do we identify and deliver relevant information or knowledge to customers without them asking or searching for it?  We set out to build the first … Continue reading Predictive Customer Engagement: Team Meeting Summary

2014 Member Summit: Video Summary

Two minute video summary: The 2014 Annual Member Summit took place March 17-19 at the Rancho Bernardo Inn in San Diego, California. Greg Oxton kicked off the meeting with an overview of the current five initiatives of the Consortium:The Leadership Framework for Service Excellence, the Customer Success Initiative, Intelligent Swarming, Social Media and Support, and … Continue reading 2014 Member Summit: Video Summary

Customer Success Initiative: Team Meeting Summary

Three minute video summary: Consortium members met in Tampa in January to explore and iterate on the models that make up the Customer Success Initiative. Our working definition of Service Excellence is:Maximizing customer-realized value/success through the use of our products and services This entails providing easy and seamless service, integrated into the context of use, … Continue reading Customer Success Initiative: Team Meeting Summary

Social Media and Support: Team Meeting Summary

Two minute video summary: Current Social Engagement Journey Spreadsheet Consortium members met in San Francisco in November to continue work on the intersection between Social Media and Support. This topic is one we have discussed a number of times over the past three years and our intent for this team meeting was to review and … Continue reading Social Media and Support: Team Meeting Summary

Talent Management, Cross-Organizational Resources, and People Profiles: Team Meeting Summary

Three minute video summary: Consortium members met in Raleigh, NC in May of 2013 to explore Talent Management, Cross-Organizational Resources, and People Profiles. Greg Oxton with the Consortium opened the meeting with some thoughts around moving from the current vendor-centric business practices to the emerging economic model of an individual-centric world. This shift will require … Continue reading Talent Management, Cross-Organizational Resources, and People Profiles: Team Meeting Summary

ConversationStorm: Engaging and Motivating People

Recently, a group came together to discuss a very interesting topic: the engagement and motivation of employees.  The following questions guided the group through our conversation: What is the difference between motivation and engagement?How does merger and acquisition activities impact engagement and motivation?Is motivation something that can really happen, or can we really only demotivate?Isn't … Continue reading ConversationStorm: Engaging and Motivating People

Strategic Leadership in a Self-Managed Organization

Strategic leadership in a self-managed organization:  what does it really look like? The KCS Book Club recently read a book called Beyond Empowerment: The Age of the Self-Managed Organization by Doug Kirkpatrick.  The group enjoyed reading the book because it walks readers through a description of what a self-managed organization looks like as well as … Continue reading Strategic Leadership in a Self-Managed Organization