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.

Here’s how our work gets done:

Web Sessions

  • Format: 60- to 90-minute in-depth conference calls. Some web sessions are a presentation on a single member-nominated topic, while others are exploratory conversations on a wider topic.
  • Purpose: An opportunity for members to exchange best practices or new ideas for addressing critical challenges.
  • Venue: Virtual.
  • Frequency: Every month.
  • Attendees: Program/project managers and/or support managers and directors from member organizations. The individual(s) attending may vary based on the topic of the meeting. Members decide which calls to attend and how many people to send based on the relevance of the topic. Participation is unlimited at any membership level.

Program Team Meetings

  • Format: Two day interactive working sessions focused on specific topics or challenges identified by the members.
  • Purpose: Evolve the models and definition of the operational processes.
  • Venue: Virtual or hosted at member sites.
  • Frequency: Every other month.
  • Attendees: Program/project managers and/or support managers and directors from member organizations. The individual(s) attending may vary based on the topic of the meeting. Members decide which team meetings to attend and how many people to send based on the relevance of the topic and their membership level. Team meeting participation is defined as follows:
    • Participant: One attendee per face-to-face program team meeting.
    • Participant Plus: Up to two attendees per face-to-face program team meeting.
    • Sponsor: Up to three attendees per face-to-face program team meeting.
    • Benefactor: Unlimited participation.

Online Training Offerings

  • Format:  KCS Academy Learning Management System
  • Purpose:  Access to the KCS Academy online training courses developed by the Consortium for Service Innovation.  
    • Digital Transformation Fundamentals: The Digital Transformation Fundamentals course sets the context for the knowledge journey. What do we mean by digital transformation, and why is it important?
    • KCS v6 Fundamentals & Certification Exam: This interactive course takes you through the basics and benefits of KCS, including the Principles and Core Concepts, how to do the Solve Loop, and how performance is assessed.  Once the online course has been completed, the certification exam is a great way to ensure a common understanding of the methodology has been achieved.
    • Managing in a Digital Economy: KCS is often a bigger change for managers than it is for knowledge workers. This course talks about what’s different when we are leading in a knowledge-centered environment.
  • Frequency: Annual.
  • Audience: Knowledge Workers, Knowledge Managers, KCS Coaches, Knowledge Domain Experts, KCS Program Managers, any others looking to learn about the knowledge journey.
  • Included in membership levels as follows:
    • Participant: Member discounts apply.
    • Participant Plus: 10 seats. 
    • Sponsor: 15 seats.  
    • Benefactor: 25 seats.

Annual Member Summit

Conference with presentations and interactive discussions. The Member Summit is focused on reviewing the work of program teams and discussing future focus areas.

  • Format: Three day conference featuring presentations and interactive discussions.
  • Purpose: Review the work of program teams, discuss future focus areas.
  • Frequency: Annually in the spring.
  • Venue: Typically hosted in a hotel setting.
  • Attendees: Individuals responsible for management and direction of customer support organizations. Included in membership levels as follows:
    • Participant: unlimited attendance at the discounted member rate.
    • Participant Plus: two attendees at no cost, additional attendees at member discount.
    • Sponsor: two attendees at no cost, additional attendees at member discount.
    • Benefactor: three attendees at no cost, additional attendees at member discount.

Annual Executive Summit

  • Format: Three day conference with interactive discussions, by invitation.
  • Purpose: Examine and discuss emerging trends and challenges in the support industry. Critical in defining the scope and direction of the work of the Program Teams.
  • Venue: Hosted in a creative environment.
  • Frequency: Annually in the fall.
  • Attendees: Senior executives responsible for support organizations. Included in membership levels as follows:
    • Participant: Invitees may join at the discounted member rate.
    • Participant Plus: Invitees may join at the discounted member rate.
    • Sponsor: one invitee at no cost, additional invitees at member discount.
    • Benefactor: two invitee at no cost, additional invitees at member discount.

Leadership Committee

  • Format: Two day meeting with presentations and interactive discussions.
  • Purpose: Review scope, focus, and direction of the Consortium’s work from the previous year and set the priorities for the next year.
  • Frequency: Annually in December.
  • Venue: Hotel.
  • Attendees: Representatives from each Sponsor and Benefactor member company. Included in membership levels as follows:
    • Participant and Participant Plus: not available.
    • Sponsor: one attendee at no cost.
    • Benefactor: two attendees at no cost.

Executive Briefing

  • Format: In person or via web session – 2-3 hour session
  • Purpose: Update the member organization’s leadership team on the work of the Consortium. Review the objectives and status of the five Consortium initiatives. The session can be tailored to focus on the initiative(s) that are most relevant to the leadership team.
  • Frequency: Annual
  • Attendees: GMs, VPs, Sr Directors. Up to 16 individuals.
  • Included in membership levels as follows:
    • Participant and Participant Plus: member discount.
    • Sponsor: one briefing per year.
    • Benefactor: two briefings per year.

Management Workshop

  • Format: In person or via web session – half-day to one-day workshop.
  • Purpose: Update member organization’s managers on the emerging leadership principles and practices as we move to a highly collaborative, knowledge-centered customer engagement model. This session has a strong focus on measurement, and can be tailored to the organization’s needs based on where they are in the evolution of moving from a transaction-based measurement model to a value-based model.
  • Frequency: Annual
  • Attendees: 1st and 2nd line managers. Up to 16 individuals.
  • Included in membership levels as follows:
    • Participant and Participant Plus: member discount.
    • Sponsor: one workshop per year.
    • Benefactor: one workshop per year.

Practitioner Workshop

  • Format: In person or via web session – half-day to one-day workshop.
  • Purpose: This offering is tailored to best fit the needs of the member company.  It is focused on practitioner-level work to help refresh or introduce ideas.  Potential topics include:
    • Knowledge Domain Analysis overview.
    • The role of Knowledge Domain Experts and best practices.
    • Intelligent Swarming: thinking through reputation models or matching work to people.
    • Self Service Measures: approaches and concepts.
    • Coaching refresh.
    • Building a Strategic Framework.
  • Frequency: Annual.
  • Attendees: Program Managers, KCS Practitioners, Knowledge Workers.  Up to 16 individuals.
  • Included in membership levels as follows:
    • Participant and Participant Plus: member discount
    • Sponsor: one half-day workshop per year.
    • Benefactor: one one-day workshop per year.

Opportunity Assessment

  • Format: Virtual or on site interviews and data collection – 2-3 day session.
  • Purpose: Assess potential benefits of the organization adopting KCS or Intelligent Swarming.
  • Frequency: Once per initiative.
  • Attendees: The assessment engages a variety of people across the organization.
  • Included in membership levels as follows:
    • Participant and Participant Plus: member discount.
    • Sponsor: member discount.
    • Benefactor: one assessment in the first year of membership, then member discount.