“This community’s generosity in sharing challenges, asking great questions, and offering solutions is what makes the Consortium such a unique and valuable place to grow.”
Matt Seaman, Executive Director
We know you’re wrapping up a year of transformation—balancing the demands of scaling operations, exploring AI solutions, and evolving your knowledge practices to deliver value for customers and teams alike.
‘Tis the season for end-of-year reflections and gearing up for what’s next, so we have resources to help!
Replay Matt Seaman’s presentation of the year in review or keep scrolling to read through all the resources our community created together.
As we wrap up 2024, we’re excited to reflect on the progress we’ve made, the connections we’ve built, and the resources we’ve developed to support organizations navigating today’s evolving service landscape.
From AI-driven innovation to strengthening knowledge management across the enterprise, this year has been all about preparing for what’s next—together.
Thank you, here’s to a GREAT year ahead!!
-Christina Roosen | Akamai
Key Themes from 2024
This year revealed several areas where service organizations are evolving.
Purpose-Driven Automation and AI
AI and automation are no longer futuristic ideas—they’re here and transforming how organizations deliver value. The challenge is aligning these tools to real business outcomes.
Knowledge Management Across the Enterprise
The success of AI-powered tools depends on structured, trusted knowledge. Knowledge-Centered Service (KCS) has emerged as the backbone for sustainable automation and smarter support. Knowledge-Powered AI: A Foundation for Relevant and Successful Automation – captures how organizations that have implemented KCS are uniquely positioned to harness the power of AI.
Service Organizations as the Network Connector
Service teams are moving beyond break-fix support to become the central hub connecting customers, teams, and insights across the business.
Evolving Management Practices
Leadership and employee engagement techniques must evolve to keep up with technological and organizational changes. With shifting skills and new tools, we’ve seen a growing need for adaptive leadership and workforce strategies.
Growing Together: Our Community in 2024
Our community reached new heights in 2024!
- 15,000+ engaged professionals worldwide, accessing resources, events, and insights.
- 10,000 total certified individuals in KCS, a milestone we are incredibly proud to celebrate. In 2024 alone, 1,300 people achieved KCS certifications or Intelligent Swarming credentials.
- Growth in Communities of Practice – The Salesforce Community of Practice includes over 100 Members meeting monthly and the ServiceNow Community of Practice continues to grow rapidly with quarterly meetings.
The energy and knowledge shared within this community of practitioners, leaders, and innovators is moving the industry forward.
Latest Q4 Resources
KCS
KCS & Collaboration for Automation Health –Innovation Lab Recap
KCS in Action at Ping Identity – case study presentation
KCS + Outsourcing – guidance for Members
AI
What do you do when executive leadership says: ‘We’ve got to get in the AI game … and we’ve got 90 days to do it’?
– Laurel Poertner, F5
Leadership
Embracing & Improving Collaboration
Exclusive for Members
Maddie Hoffman, Zendesk, shared an inclusive approach relevant for remote or co-located teams and leaders at any level.
We also hosted our annual Leadership Committee Meeting. Each year, we invite representatives from Benefactor- and Sponsor-level Members to review and influence our priorities for the coming year. We were grateful to gather with folks from. AARP, Akamai, CyberArk, DTCC, Epic Games, F5, Ping Identity, PTC, SAP, SAS, SearchUnify, Smarsh, Tekion, Tyler Technologies, Upland RightAnswers, Vector Business Navigation, Verint Systems, and Vertex.
What To Look Forward To In 2025
New Learning Management System
Launching in January – a modern platform to improve training and certification experience.
Automation Blueprint
Debuting at the Annual Summit in March – your guide to aligning AI strategy with business value.
KCS Documentation Update
Members are working on a streamlined, digital-first layout of the proven KCS framework.
2025 Event Highlights
- Annual Summit: March 25–27, Atlanta, Georgia | Register Now
- European Events: Dublin (June) and Central Europe (Oct/Nov)
- Executive Summit: September 24–25
- Leadership Committee Meeting: December 2–4
My first time [at the Annual Summit] was amazing! Looking forward to next year’s event too!
-Vickie Runyon | Compeer Financial
None of this work is possible without the energy and insights from Consortium Members. Our community’s willingness to share experiences across industries and regions is a testament to the unique spirit of the Consortium for Service Innovation.
Here’s to a successful and inspiring year ahead!