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Member Summit 2020

September 22 - 7:30 pm - September 25 - 12:00 pm CDT

$2,195.00 - $2,895.00

2020 Member Summit: convening Tuesday evening, September 22 at 7:30 pm, and adjourning Friday, September 25 at 12:00 noon.  Information on COVID-19 impact here.

Join us in Austin, Texas at the 28th Annual Member Summit where we will discuss the ever-accelerating transformation services organizations face as customer engagement becomes the focus across the enterprise.

Future innovation in services will be about people.  Come explore what that means for:

  • Leveraging KCS content for digital automation
  • The evolving function of Knowledge Domain Analysis
  • Emerging trends in Intelligent Swarming
  • Coaching as a culture driver
  • A brand-new framework for measuring self-service success

As always we will have lots of time for networking and discussions on topics of interest to attendees, including a full day of Open Space.


Benefactor-, Sponsor-, and Participant Plus-level members have complimentary Member Summit seats included in their membership.  Please contact Jill DeGraff to check on availability of these seats.


Registration fee includes

  • Tuesday: evening welcome/dessert reception
  • Wednesday: breakfast, lunch, morning and afternoon breaks, and group dinner/band at Lamberts Downtown Barbecue
  • Thursday: breakfast, lunch, and morning and afternoon breaks
  • Friday: breakfast and morning break

Please note: Attendees are responsible to make and pay for their own hotel accommodations.

Travel Time

By car, the Austin Proper Hotel is located:

  • 10 miles (20-30 minutes, depending on traffic) from Austin-Bergstrom International Airport (AUS) – taxi or ride share highly recommended
  • Map here

Hotel Information

Austin Proper Hotel is offering a special rate of $299 (including the $20 urban resort fee) plus tax per night for King or Double Rooms. This rate is available through Tuesday, September 1 and will be based upon availability after that date. Please call the hotel directly at 512-628-1500 or 888-333-0546 and request the “Consortium for Service Innovation” rate. Please note that the hotel has a 48-hour cancellation policy and that the urban resort fee includes the following:

  • High speed WiFi
  • 2 bottles of water daily
  • Unlimited local telephone calls
  • 24-hour access to Wellness Center
  • Use of hotel Electra bicycles
  • Access to outdoor pool
  • Yoga and Meditation classes (weekends only)

Guest Program

Please click here for details on the guest program, which includes the welcome/dessert reception on Tuesday evening, the group dinner on Wednesday evening, and the breakfast buffet on Wednesday, Thursday, and Friday mornings. Dress is business casual.

Cancellation Policy

  • Registration can be transferred to another attendee up to the start of the Member Summit.
  • Cancellations made on or before September 7th will be refunded minus a $175 cancellation fee.
  • Cancellations made between September 8th and September 14th will be refunded minus a $1000 cancellation fee.
  • Cancellations made after September 14th are non-refundable. You will be given a credit for the registration fee, less $1000, which can be used toward another Consortium event. The credit will be valid for one year.



September 22 - 7:30 pm
September 25 - 12:00 pm
$2,195.00 - $2,895.00


Austin Proper
600 W. 2nd Street
Austin, TX 78701 United States


Consortium for Service Innovation