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

  • Using Change Management to Enable KCS

    Using Change Management to Enable KCS

    “KCS is not something we do in addition to solving problems. KCS is the way we solve problems.” Implementing KCS as the way we solve problems requires considerable change for…

  • Getting Started with AI

    Getting Started with AI

    At a recent meeting focused on AI and Automation for Customer Engagement, we had the opportunity to explore how the Predictive Customer Engagement model has evolved over the years, and…

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