26th Annual Member Summit19-21 March 2018Westin Verasa Napa in Napa, CA Huge thanks to Ari Hoffman for his time, expertise, and care in making this video! Highlights and Summaries from … Continue reading Summary: 2018 Member Summit
Content Audit Attributes: Needs Further Attention
The 2017 Member Summit will be held April 3-5 at the Intercontinental The Clement Monterey in Monterey, CA. Click here for registrations and logistics.
This post is available as a pdf. Value is an abstract concept specific to the needs of the individual perceiving it. Value realization has to do with meeting expectations based … Continue reading The Value Stack
The KCS Academy, a wholly owned subsidiary of the Consortium for Service Innovation, today announced additions to the KCS Aligned program. The KCS Aligned designation identifies tools and service providers … Continue reading New KCS Aligned Tools and Services
This post is available as a pdf, here. Value is an abstract concept specific to the needs of the individual perceiving it. Value realization has to do with meeting expectations … Continue reading Co-Creation of Value and the Value Stack
We're thrilled to publish a new case study by MelissaLynne Burch and the team at salesforce.com! Salesforce.com Employee Success: An Integrated HR Community and KCS Program Launched in Record Time … Continue reading New Case Study: Salesforce.com Employee Success
Three minute video summary: Consortium members met recently in Phoenix to explore “Predictive Customer Engagement,” or “Necessary Knowledge:” a topic suggested at the Leadership Committee Meeting in December 2013. How … Continue reading Predictive Customer Engagement: Team Meeting Summary
We're thrilled to publish a new case study by MelissaLynne Burch and the team at MathWorks! Delivering Technical Support Knowledge to the Customer Community MathWorks' goal was to offer integrated … Continue reading New Case Study: MathWorks Delivers Support Knowledge to the Customer Community
We're thrilled to publish a new case study by MelissaLynne Burch and the team at Avaya! Transforming the Customer Experience This follows up nicely on their case study from last … Continue reading New Case Study: Transforming the Customer Experience at Avaya
A few weeks ago we had a ConversationStorm call on "failing fast." While it seems everyone is encouraged to find new and improved ways of doing things, quite often corporate … Continue reading Failing Fast: How do we create a culture in which it’s okay to make mistakes?