The Consortium for Service Innovation is a non-profit alliance of service and support organizations focused on innovation around customer engagement, productivity, and success.
Consortium Members create innovative operational models through a process of collective thinking and experience. The Consortium’s work integrates academic research and emerging business trends with members’ operational perspectives. The results are new strategies and models that improve the customer experience.
The Consortium developed and continues to maintain the KCS and Intelligent Swarming methodologies. The KCS Academy, a wholly-owned subsidiary of the Consortium, is the source for KCS® resources and the only authorized certifying body for KCS.
The KCS Academy is a network of KCS practitioners and vendors who support the successful adoption of KCS and contribute to the continuous improvement of the KCS methodology across all knowledge-intensive industries.
The KCS Academy was formed in 2011 by the Consortium for Service Innovation, whose members requested a way to recognize – at an industry level – those who fully understand KCS. Certification programs are designed by a small, passionate group of Consortium Members who are using KCS in their organizations, while also helping the Consortium develop and maintain KCS methodology.
The KCS® methodology is a registered service mark of the Consortium for Service Innovation.
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.
Sara Feldman – Director of Member Engagement
Sara connects Members with resources to support their success and enhance their customer experience. She is a KCS v6 Certified Trainer and experienced with customer-centric functions in the software industry. With a foundation in Technical Writing, her previous roles have focused on professional development programs, customer self-service, Customer Success Enablement, and cross-functional Technical Content Strategy.
Jennifer Moortgat – Community Success Manager
Jennifer is available to assist Members and the greater KCS community to ensure connections are made with any aspect of Consortium engagement, KCS adoption and/or KCS certification. She is a certified KCS v6 practitioner and enjoys helping others be successful in their customer support journey. Before joining the Consortium, 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.
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.
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
Solutions Client Services and Business Operations, DTCC
Strategic Advisor, Previously Consortium for Service Innovation
Executive Director, Consortium for Service Innovation
Please also visit our network of KCS Certified Trainers.
Consortium for Service Innovation
751 Laurel Street, Suite 533
San Carlos, CA 94070-3113 USA
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