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

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    “No budget? No problem!” A relentlessly resourceful support leader at Academy to Innovate HR (AIHR), Neal Travis was determined to enable his team to incorporate KCS practices with their existing tools.…

  • Member Summit 2024 Recap

    Member Summit 2024 Recap

    Members and guests met in Fort Worth, Texas in April for Member Summit 2024. Attendees traveled to join us from all over, including as far away as Australia! Watch the…

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