Member Activities
We create space to think and time to explore.
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.
- 3 day conference featuring presentations and interactive discussions
- See Benefits per Membership Level for number of included seats
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.
- 3 day conference with interactive discussions, by invitation
- See Benefits per Membership Level for number of included seats
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.
- 2 day meeting with presentations and interactive discussions
- See Benefits per Membership Level for number of included seats
Team Meetings
Small groups focused on specific topics or challenges, identified by the Members, to evolve models and operational processes.
- 2 day interactive working sessions, 4-6 times per year
- See Benefits per Membership Level for number of included seats
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
Self-Paced Training
Online courses developed by the Consortium for Service Innovation.
- Current offerings
- See Benefits per Membership Level for number of included seats
“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
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