Leadership in an Adaptive Organization

Leadership in an Adaptive Organization

Guidance around business strategy, people, measurements, process, and structure to embrace your organization as a network.

Moving away from traditional, hierarchical organizational structures and toward the organization as a network allows us to level up the role that Customer Support plays within companies.

Definition of Service Excellence

Maximize customer realized value through the use of our products and services.

Public Resources

Nurturing an Adaptive Workforce – for folks who are retaining, interviewing, hiring, leading, and working with talented people in a rapidly changing, complex environment.

Customer support is not about solving incidents or customer satisfaction with incident resolution. It is about our ability to contribute to customer success and productivity.

It means we have to be good at:

  • Minimizing value erosion
  • Maximizing value realization by reducing customer effort and increasing their capability
Leadership Framework

Please see Customer Experience Initiative for more information about ongoing work in this area.


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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