Leadership in Adaptive Organizations
Guidance for leaders to embrace organizations as a network.
At its core, effective leadership creates conditions for sustainable change.
Common challenges to address:
- Investing in AI and automation without clear alignment
- Struggling to show the value of support and service
- Navigating constant change (reorgs, new leadership, shifting priorities)
This is why we focus on the leadership side of transformation: How to align people, communicate value, and create the conditions for knowledge, AI, and service improvements to actually work in practice.
Public Resources
Taking Leadership Personally: Turning Principles into Action
How to build leadership presence, get the most out of your team, communicate strategy and vision, and navigate ambiguity.
Nurturing an Adaptive Workforce
For folks who are retaining, interviewing, hiring, leading, and working with talented people in a rapidly changing, complex environment.
Principles for an Adaptive Organization
Critical enablers of organizational transformation and the basis for the Consortium for Service Innovation’s work.
Meeting Recaps
Priorities for Executives Leading Humans and AI
30 leaders from 25 different companies discussed the current state and future of Support Services.
Gaining Executive Buy-In: Simplify the Message!
Frustrations can fuel a perspective that decision-makers at the executive level don’t understand what what we need.
Reimagining Customer and Employee Experiences in the Age of AI
The evolving role of technology, people, and knowledge in shaping the future of customer engagement.
How do we lead through constant change without burning out our people or chasing disconnected initiatives?
Moving away from traditional, hierarchical structures and toward the organization as a network evolves the role that Customer Support plays within companies. Before asking what we should implement, we need to ask how we’re leading.
Teams mirror their leaders. How the team shows up when their leader is not in the room – that’s the best indicator of leadership effectiveness.
Member-Only Resources
If you are a Consortium Member and need login assistance, contact support@serviceinnovation.org.
- AI Blueprint
- Leadership Committee Meeting 2025
- Executive Symposium 2025
- Nurturing Human-Centered Roles in an AI-Driven World
- Getting Executive Buy-In
- Embracing & Improving Collaboration – an inclusive approach relevant for remote or co-located teams and leaders at any level.
Latest News
Q2 2026 Recap – Three ways to tackle the challenges reshaping service and support
Amongst accelerating change, we’re still seeing an evergreen progression: get the foundation right → connect the work to value → evolve the organization around it.
KCS in Action: AI-Supported Knowledge Management at G+D
Achim Schreiber and Anja Kunkel from Giesecke+Devrient explain their holistic approach to knowledge management, from search to ticket processing to knowledge acquisition and delivery.
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