Matt Seaman – Executive Director
Matt is focused on the intersection of knowledge sharing, customer experience, and emerging technologies, and how that intersection drives innovation in Support Services, Customer Success, and Operations. Before joining the Consortium, Matt spent 23 years at PTC, where he held positions running premium account management teams focused on PTC’s largest and most strategic accounts, and building a global Technical Support group. Most recently he served as the Vice President of Customer Success and Field Operations Business Systems and Processes. He was an active member of the Consortium before joining the staff, and was named a Consortium Innovator in 2015 for his work on the Predictive Customer Engagement initiative. Matt continues to be passionate about innovating around how companies can make their customers, and their customer’s customers, successful.
Kelly Murray – Chief Engagement Officer
Kelly joined the Consortium staff in 2011, where she is a facilitator and a KCS Certified Trainer. She captures, structures, reuses, and improves the content that the Consortium members create and has served as chief editor for much of the content in the Consortium Library. Kelly focuses on member experience, content management, and deliverables, while also looking after the Consortium’s technology. She comes to the Consortium with 12 years of experience in hospitality sales, operations, and technology.
Arnfinn Austefjord – Global Head of the KCS Academy
Arnfinn looks after the ever-growing number of KCS practitioners, Certified Trainers, and KCS Verified and Aligned partners of the KCS Academy, a wholly-owned subsidiary of the Consortium for Service Innovation. He has been an active member of the Consortium for over a decade and has participated in the KCS Academy from its inception. Arnfinn brings almost 30 years of experience in global training, certification, and knowledge management and services transformation at organizations including Sun, Oracle, and ServiceNow. He was recognized as a Consortium Innovator in 2017 for his contributions.
Jill DeGraff – Operations Manager
Jill manages the Consortium operations and finances, as well as event planning and registration. She joined the Consortium in 2012, and is KCS v6 Practices certified. Her background includes general accounting and payroll administration in both the for-profit and nonprofit sectors.
Jennifer Moortgat – Community Success Manager
Jennifer is available to assist with all aspects of KCS certification, and is a certified KCS v6 practitioner. Before joining the Consortium and KCS Academy, Jennifer worked with customers and clients in real estate sales and investing for 15 years. Prior to that, she successfully managed a Division 1 collegiate tennis team for 11 years.
Greg Oxton – Strategic Advisor
Greg’s specialty is customer service strategy and organizational development. He joined the Consortium staff in July of 1996 and served as Executive Director through 2018. Previously, he spent 16 years at IBM, where he held management positions in customer-service operations, planning and support strategy development. Greg managed a major worldwide support reengineering effort at Tandem Computers and then became the Director of Global Support Planning for Tandem. Just prior to joining the Consortium, he held the position of Sr. Director of Business Development at N.E.T. As a member of the Consortium while at Tandem and N.E.T., Greg participated in the Strategic Issues Working Group which defined the Multi-Vendor Support Strategy. In 2013, Greg was awarded the Ron Muns Lifetime Achievement Award for his leadership and contributions to the service and support industry.
Consortium Board of Directors
Brad Smith – President & Chairman
Founder, Vector Business Navigation
Doris Jurisson – Vice President
Executive Director, Business Transformation Office, DTCC
Steve Young – Secretary/Treasurer
Vice President, Global Customer Services, Palo Alto Networks
Global Director, Customer Service Transformation, ServiceNow
Senior Vice President Customer Success, Support Services, PTC
Vice President, Venafi
Vice President, AARP
Strategic Advisor, Consortium for Service Innovation
Executive Director, Consortium for Service Innovation
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Consortium for Service Innovation
751 Laurel Street, Suite 533
San Carlos, CA 94070-3113 USA