News

We have said many times that we have not seen a successful KCS program without a KCS coaching program. Similarly, we have not seen an organization maximize the value of…

A group of Consortium Members were inspired to make the KCS v6 Adoption Guide more helpful and to better reflect how they approach organizational transformation. Updates include: Changes are live!…

Member Summit 2022 marked the third time we’ve hosted our biggest annual event in a virtual format. While we are beyond excited to return to an in-person gathering for Member…

At the Consortium’s 2022 Member Summit, we celebrated 30 years of innovating together.  Greg Oxton shared a history of the Consortium, reflecting on how the bodies of work developed, matured,…

Yes, the new resources and announcements already shared this year have been exciting. And, YES, we managed to top it with incredible updates this quarter! Community News The biggest news,…

We have seen many instances of KCS working very well outside Customer Support. KCS captures knowledge as a by-product of the interaction, and there are interactions everywhere.  We have seen countless…

The momentum of 2022 did not slow down this past quarter. Increased demand for Intelligent Swarming led to the launch of a bunch of new resources, linked below, plus an…

Gathering customer insights from all of your service touchpoints is critical to improving your service experience, shifting those issues to lower cost and lower customer effort channels, and ultimately improving…

A big thank you to Patty Leino from Tyler Technologies for the very informative presentation and also thanks to Coveo, our KCS v6 Aligned Tool Vendor for helping to organize…

Summary: As a first step of a larger digital refresh effort, we are consolidating thekcsacademy.net and serviceinnovation.org into the single domain serviceinnovation.org. The Consortium for Service Innovation is the home…