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
Continuous Improvement Cycle

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.

Members collaborating at Member Summit 2023.

Member-Only Resources

If you are a Consortium Member and need login assistance, 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

  • Q2 2024 Recap

    Q2 2024 Recap

    Halfway through 2024, we have hosted 42 events or working sessions with Members, Trainers, and the wider community. That’s a lot of co-creation and experience-sharing! Our in-person Member Summit 2024…

  • Strategic Automation: AI Needs Knowledge Management

    Strategic Automation: AI Needs Knowledge Management

    40 people from 21 Consortium Member companies recently spent two days exploring “Thoughtful and Strategic Automation.”  Technology is finally catching up with use cases that have been discussed by Member companies for well over a decade!

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