Member Activities

Member Activities

We create space to think and time to explore.

Members have a conversation at the Member Summit in Maine.

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.

Member Events

Annual Member Summit

Our largest gathering, focused on reviewing the work of the previous year and discussing future focus areas.

Annual Executive Summit

A smaller gathering for Senior Executives, focused on emerging trends and challenges in customer engagement. Helps defining the scope and direction of our work.

Annual Leadership Committee Meeting

A smaller gathering with representatives of Sponsor and Benefactor Members, focused on reviewing scope and direction of the Consortium’s work and setting priorities for the next year.

Team Meetings

Small groups focused on specific topics or challenges, identified by the Members, to evolve models and operational processes.

Web Sessions

Presentations on a single Member-nominated topic or exploratory conversations on wider topics. Creates opportunity to exchange best practices, share new ideas, or discuss challenges.

  • 60- to 90-minute interactive video calls, 4-6 times per year
  • Unlimited participation included for any Member company

“The Consortium has provided a forum for real ‘out of the box’ thinking. Working with this group has been personally and professionally very rewarding. The willingness of collaborators to try new ideas and the openness to share results is what truly sets the Consortium apart. The methodologies are tried, tested and true and give comfort to any organization seeking to implement – it works!”

Jennifer MacIntosh, Consortium Innovator
Members Melissa Burch and Jennifer MacIntosh in conversation at an Executive Summit.

Self-Paced Training

Online courses developed by the Consortium for Service Innovation.  

“The Consortium is the place where I collaborate with the best thinkers and leading practitioners in customer service and support. It provides an unparalleled opportunity to learn and contribute in an environment that is open to exploration but firmly grounded in the realities facing support professionals today. That’s why participating in the Consortium is at the core of my professional life.”

David Kay, Consortium Innovator & Training Partner
David Kay and Members in discussion at an Executive Summit.

Member Services

Executive Briefing

Update Member’s leadership team on the objectives and status of Consortium initiatives.

  • 2-3 hour session in-person or online, up to 16 attendees
  • Tailored to focus on the initiative(s) that are most relevant to the leadership team
  • Included for Sponsor or Benefactor Members or Member discount for other levels or Member discount for other levels – see Benefits per Membership Level

Custom Management Workshop

Update Member’s management team on emerging leadership principles and practices as we move to a highly collaborative, knowledge-centered customer engagement model.

  • Half or full day workshop in-person or online, up to 16 attendees
  • Strong focus on measurement and tailored to the organization’s needs
  • Included for Sponsor or Benefactor Members or Member discount for other levels – see Benefits per Membership Level

Custom Practitioner Workshop

Refresh or introduce ideas for practitioners related to Knowledge Domain Analysis, Intelligent Swarming, Self-Service Measures, Coaching, Strategic Framework, or other Consortium models.

  • Half or full day workshop in-person or online, up to 16 attendees
  • Included for Sponsor or Benefactor Members or Member discount for other levels – see Benefits per Membership Level

Opportunity Assessment

Assess potential benefits of the organization adopting KCS or Intelligent Swarming.

  • Virtual or on-site interviews and data collection over several days, engages a variety of people across the organization
  • Included for Benefactor Members or Member discount for other levels – see Benefits per Membership Level