News

2021 was an exciting year for the Consortium and we are truly looking forward to the year ahead! Discovery and change continue for most everyone in our community. In the…

Coaching is a critical component of a successful KCS program.  We were very fortunate to have three seasoned KCS practitioners join us as panelists on our November KCS in Action…

From day one as a Member at my first Consortium for Service Innovation event, interacting with this community became my instant and consistent favorite professional endeavor. Now that I have…

Realizing all the benefits of KCS requires being intentional about adoption and ongoing focus.  On a recent KCS in Action webinar, Monique Cadena, Amit Singh, and KK Rao from Akamai…

Over the last few weeks I have had the good fortune of participating in Consortium member conversations highlighting the power of well-run Program Management Offices.  It occurs to me that…

We are pleased to announce that Sara Feldman will be joining the staff of the Consortium for Service Innovation on July 12, 2021 as the Director of Member Engagement.  In…

An effective Knowledge Domain Analysis (KDA) program is key to maximizing the success of your KCS implementation.  On a recent KCS in Action call, Jorge Carrasco, Social and Community Manager…

In a previous post, we talked about organizations as Complex Adaptive Systems and how the inherent flexibility of people allows teams to manage through immediate disruption.  This model does not…

Moving known issues out of the Agent-Assist channel and into the Self-Service channel is a key benefit of deploying KCS, yet many companies struggle to do this effectively. A common…

The Consortium for Service Innovation’s annual Executive Summit is an invitational, discussion-based event for leaders of support and service organizations. This year it took place on 16-17 March. We had…