News

Why do we “design” Knowledge-Centered Service (KCS)? Because KCS operationalizes knowledge-sharing to gain the most value for customers, employees, and the business… in your environment. This is part one of…

Knowledge-Centered Service (KCS) was developed by focusing on knowledge as a valuable organizational asset and asking: How can we operationalize knowledge-sharing to gain the most value for customers, employees, and…

Conversation design, at its heart, is about teaching computers to communicate like humans. It’s about making these experiences easy and intuitive, and reducing frustration. Cathy Pearl, UX Lead on Google…

I invite you to think about these slick AI tools in the context of: How can you use AI as an extension of your core value propositions? Kyle Shannon, Storyvine…

GenerativeAI is unlocking new opportunities to ensure quality content in both the Solve and the Evolve Loop, helping Knowledge Workers, Coaches, KDEs, and Leadership to do their jobs without adding…

Gaining executive buy-in and measuring success (often to get that buy-in) are consistent themes of exploration among Consortium Members. Recently, Matt Seaman hosted a Consortium Conversation about this topic; enjoy…

2023 has been a transformative year with plenty to celebrate! We have established a new groove with a combination of in-person and virtual events – both of which have led…

After careful consideration, the Consortium for Service Innovation will be increasing membership dues for the first time in over 10 years. It will come as no surprise that the costs…

Arnfinn Austefjord has announced that he will be leaving the Consortium for Service Innovation effective December 31, 2023. Over the past five years, Arnfinn has been a great partner to…

Consortium Members and the wider community have a TON of experience implementing KCS to achieve celebration-worthy results. While the benefits available by shifting to a KCS approach are extraordinary, the…