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Member Summit 2023

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Launch the next generation of knowledge sharing with forward-thinking practitioners and leaders.

March 28-30, 2023, San Diego, CA

Laurel Poertner, John Fronius, and Arnfinn Austefjord at Leadership Committee 2022 in Scottsdale, AZ

Members and non-Members alike are invited to join us at the annual Member Summit: a three-day, in person gathering where we delve into the work of the previous year and explore what’s coming next.

Register Here

As a nonprofit think tank, the Consortium’s focus is on building relationships, so space is limited.
We do not allow event sponsors or marketing towards attendees.

Want to bring the team? Pay for three seats and receive the fourth one free!
Email for details.


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Hotel Reservations: Attendees are responsible to reserve and pay for their own accommodations. Rancho Bernardo Inn is offering a special rate of $289 plus tax per night. Please reserve online or call the hotel to request the “Consortium for Service Innovation” rate. Additional details sent with registration confirmation.

Consortium Members: Instructions for seats included in your Membership level were sent via email. Please contact support@serviceinnovation.org with any questions.

Carla Verwjis and friends at Member Summit 2019
Member Summit 2019 attendees
Member Summit 2019 attendees

A Special Venue

The Rancho Bernardo Inn in San Diego, CA is an urban retreat to help transport you out of your day-to-day. You’ll find unique spaces both indoors and out to connect with others, spark creativity, and get energized for what’s coming next.

Member Summit reception, Rancho Bernardo 2015
Open Space Rancho Bernardo 2015

Agenda At a Glance

Detailed agenda with times and locations here

Monday, March 27

5 – 6:30 pm Welcome Reception

Our experience begins with an included welcome reception on Monday evening. Plan to arrive at the Rancho Bernardo Inn in time to settle in and join us!

Tuesday, March 28

9 am to 5 pm followed by group dinner

Breakfast, lunch, morning & afternoon breaks, reception and dinner included

Morning: general session exploring the theme of co-creation with Matt Seaman from the Consortium, and expanding our perspective with Kevin Clark from Content Evolution on SenseMapping, a process and perspective to design products, systems, and services that are fully human compatible.

Afternoon breakout sessions feature topics including:

  • “I don’t have time.” Handling Doubts and Objections – Janine Deegan, Smarsh, Adam Hansen, Thermo Fisher Scientific, Kristin Hunter, Novavax, and Jacob Watts, PAR
  • Unified success portals – KCS across the organization – Bonnie Chase, Coveo
  • The future of AI-assisted knowledge work – Christina Roosen, Akamai and Jeff Elser, Oracle
  • KCS is Just an Acronym: Distilling the Practices Guide – Jennifer Crippen, DB Kay & Associates and Tamara Amlung, pro accessio
  • Success with Intelligent Swarming – Monique Cadena, Ping Identity

Wednesday, March 29

9 am to 5 pm: Open Space Sessions
Breakfast, lunch, and morning & afternoon breaks included

Open Space sessions today – always a favorite among Members – where attendees build the agenda based on their most pressing topics. Previous topics have included:

  • AI and KCS: Automation for self-service.
  • What concrete things should the Consortium do to align with Agile, Lean, DevOps? 
  • Integrating KCS and product content.
  • Measuring self-service success.

Thursday, March 30

9 am to 12 noon: General Session
Breakfast and morning break included

We’re back together for a handful of presentations and to get clarity on takeaways from the week; getting ready to return to the “office” with new ideas and new connections, including:

  • Practicing Good Judgment: Leveraging “Leadership in an Adaptive Organization” – Kendall Brenneise and Laurel Poertner, F5
  • Executive Sponsorship Panel: hear from leaders on how they evaluate, approve, or make decisions on key projects and initiatives for the organization

Hear from Previous Attendees

Kristin Hunter

It’s interesting to hear that other companies have many of the same challenges we have. Having time to discuss experiences, stumbling blocks, and solutions is so valuable. It’s great to know you’re not alone, and there is ALWAYS something new to learn.

Kristin Hunter, Novavax
Jennifer Crippen

Member Summit is an opportunity to reflect on all the innovation that has emerged out of years of exploration and conversations with interesting, like-minded people. It always leaves me feeling inspired and rejuvenated for future work; there is so much more to collaborate on and evolve!

Jennifer Crippen, DB Kay & Associates
Jacob Watts

Everyone looks forward to Open Space day! It is a great way to allow Members to share knowledge and explore ideas. Because we nominate and attend the sessions that are relevant to where our company is now, my colleagues and I find some very valuable takeaways.

Jacob Watts, PARTech


Professionals from these companies, and more, have registered already!

Not only do my team and I get the benefit of ideas we can implement now, we also spend some time thinking about what’s coming next – in addition to feeling plugged in to a wonderful community. It’s an absolute joy to collaborate with the brightest minds in the industry on everything from knowledge management to leading people toward innovation.

Kendall Brenneise, F5
Kendall Brenneise at Member Summit 2019

Why You Should Attend

Hear what others are doing

Member Summit attendees come from organizations at every stage of implementing, maturing, and innovating on Consortium methodologies like KCS and Intelligent Swarming. No matter where you are in a transformation lifecycle, you will walk away with new ideas and practical techniques to move your organization forward. 

Your urgent topics drive the agenda

With a full day of Open Space, a technique of building the agenda together, you will have the opportunity to propose and attend deep dive sessions with your thought-leading peers. Member Summit is about interaction and engagement; what’s on your mind drives the discussions. Attendees often say Open Space is their favorite part of our events.

Make connections

Interesting people, important topics, nice places: we aim for rich discussions in a high trust environment. We create space in the agenda for interaction, limit the number of attendees, and leave titles at the door. Sharing experiences is how the community learns!

Get ready for the future

Under day to day pressure, it’s sometimes hard to keep the big picture in mind. While we’ll spend time on operational topics, we also offer time to explore what’s on the horizon so that we can co-create the future of customer engagement.

The Consortium staff is here to help! Let us know what other information we can provide to help make the case for your attendance.

The Fine Print

The health and safety of the Consortium for Service Innovation community is our top priority. We will be following federal, state, and local regulations at the time of the event. We ask that everyone attending take a COVID-19 home test before joining us and to excuse yourself from the event if you test positive or are experiencing symptoms.

Cancellation Policy

  • To make any changes or cancel, contact support@serviceinnovation.org.
  • Registration can be transferred to another attendee up to the start of the Member Summit.
  • Cancellations made on or before March 13 will be refunded minus a $175 cancellation fee.
  • Cancellations made between March 14 and March 20 will be refunded minus a $1000 cancellation fee.
  • Cancellations made after March 20 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.

KCS is a registered service mark of the Consortium for Service Innovation. By registering for this event, I am agreeing to abide by the Member Rules of Conduct and the Photo Policy.

Matt Seaman presents at Member Summit 2019 at the Cliff House Maine