Needs Further Attention

Self-paced online training and Trainer-Led Workshops are available to deepen your Intelligent Swarming understanding. Intelligent Swarming is a collaboration-based model that seeks to get the person, or people, most likely…

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…

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.

Value is an abstract concept specific to the needs of the individual perceiving it. Value realization has to do with meeting expectations based on capability (does it do what I…

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…

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…

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…

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…

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…

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…