KCS v6 Verified Tools

KCS Verified Tools enable all eight KCS Practices. KCS v6 Verified Tools are larger product suites (CRMs, Knowledge or Content Management Systems, etc.) with a complete set of capabilities required…

KCS v6 Aligned Tools

KCS v6 Aligned tools complement or enable KCS best practices. See also: KCS Aligned Services The more stringent KCS v6 Verified Tools is for larger product suites (CRMs, Knowledge or…

KCS v6 Aligned Services

KCS v6 Aligned Services support KCS adoption and success. KCS v6 Aligned Services DB Kay & Associates provides implementation services to help you roll out your KCS program right the…

KCS Aligned & Verified Vendor Series

KCS Aligned and Verified vendors present on KCS best practices, case studies, benefits realized, examples of KCS with specific tools, and new KCS-related functionality. View Consortium Events for upcoming Aligned…

KCS in Action

Learn directly from KCS experts or pursue training to enhance your expertise. Popular Resources Upcoming KCS in Action sessions Recorded Presentations KCS v6 Methodology KCS Training Case Studies Extreme Networks…

Predictive Customer Engagement

How can we provide information that customers would value, but don’t know to ask for? Support organizations sit on a gold mine of customer information. The Predictive Customer Engagement initiative…

The Value of Membership

Consortium for Service Innovation Members are real-world innovators who bridge the gap between research and implementation. Our work integrates emerging business trends with Members’ operational perspectives to develop innovative strategies,…

Join Us

Benefits per Membership Level Regional Participant | Participant | Participant Plus | Sponsor | Benefactor Benefits for all Membership Levels Member Slack Access to Member Slack to collaborate with other…

Customer Experience Initiative

Delivering on service excellence involves shifts in perspective, strategy, culture, and leadership. Consortium Members are working on a touch point model and desired outcomes, as well as techniques for understanding…

Leadership in an Adaptive Organization

Guidance around business strategy, people, measurements, process, and structure to embrace your organization as a network. Moving away from traditional, hierarchical organizational structures and toward the organization as a network…