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

  • Measuring Self-Service Success

    Measuring Self-Service Success

    The good news: Most service organizations have expanded beyond their agent-assist channels to include self-service support for their customers! The bad news: While service organizations have robust measures for their…

  • Executive Summit 2023: Humans are the Differentiator

    Executive Summit 2023: Humans are the Differentiator

    Leaders from Consortium Member companies gathered virtually this week for the 2023 Executive Summit. 32 executives representing 29 companies participated in two days of discussion. On day one, the Consortium’s…

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