Customer Experience Initiative

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 and improving the customer experience.

Definition of Service Excellence:

Maximize customer realized value through the use of our products and services.

Public Resources

We aim to reduce value erosion and maximize value addition by exploring:


  • Building customer empathy
  • Do you have a brand promise? Are you fulfilling it?
  • Transitioning from customer support to customer success

Continuous Improvement Model

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  • Understanding the Customer Experience
  • Assessing and designing improvements
  • Measuring impact

This initiative used to be named the “Customer Success Initiative.” It was updated to reflect a broader scope and to distinguish it from the discipline of Customer Success.

Social Networks, Communities, & Support

The Customer Experience Initiative includes the work Consortium Members have done around the intersection of support and social media.

When integrated correctly into the service strategy, social can be a powerful knowledge-sharing tool.

Members have developed the following tenets of social and support:

  • Monitor, Listen, and Learn
  • Let Social Support Social
  • Improve, Inform and Influence

See Social Networks, Communities, and Support for more details.

Member-Only Resources

If you are a Consortium Member and need login assistance, please contact

Three Types of Demand

  • Assisted Support
    • Customers want to talk to the vendor
    • Phone, chat, email, click to submit case
    • Support center, support analysts respond
  • Self-Service
    • Customers use automated service tools, help integrated into the product or a web based portal/KB
  • Communities and Social
    • Customers want to interact with other users
    • Ask, respond, comment, rate, vote
    • Online forums, ideastorms, blogs, wikis, Twitter, Facebook, LinkedIn
Customer Value Curve

Latest News

  • Starting the KCS Journey at Alation

    Starting the KCS Journey at Alation

    Jessica Wu, Customer Success Manager at Alation, is KCS v6 Practices Certified and has been practicing KCS since 2014. While Jessica has experience running KCS programs at other companies, Alation…

  • Knowledge Domain Analysis Maximizes the Value of Your KCS Program

    Knowledge Domain Analysis Maximizes the Value of Your KCS Program

    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…

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