Home of the KCS Academy

The Consortium for Service Innovation is the home of the KCS Academy, which provides training and certification for the Consortium’s methodologies, as well as designations for KCS Verified or Aligned Tools and Services.

Our Work

Consortium Members create innovative operational models through a process of collective thinking and experience. The Consortium’s work integrates academic research and emerging business trends with members’ operational perspectives. The results are new strategies and models that improve the customer experience. Explore membership options, or check out our work below.

KCS Double Loop

Knowledge-Centered Service (KCS®) v6
Leveraging organizational knowledge to improve outcomes for all stakeholders.

Interconnected nodes in a rough globe

Intelligent Swarming
A dynamic collaboration model for complex environments.


Predictive Customer Engagement®
How can we provide information that we have, that customers would value, but don’t know to ask for?

Infinity Loop

Customer Experience Initiative
Minimizing value erosion and maximizing value addition throughout the customer lifecycle.

5 figures

Leadership Framework
Influencing a network requires different skills than managing a hierarchy.