We kicked off 2025 with big energy—from a fresh Learning Center experience to real-world success stories, Community of Practice gatherings, and plenty of buzz around Service Innovation Summit 2025.
Let’s review what’s been happening across the Consortium community, along with a Membership spotlight and events to look forward to!
Latest Public Resources and News
Consortium Members generously share much of our intellectual property, under Creative Commons License, in the Consortium Digital Library.
New Training Experience
We launched a major upgrade to the Service Innovation Learning Center in January.
It’s a complete platform transformation—easier to navigate and more flexible for teams. We are proud to host training and certification for KCS and Intelligent Swarming in this new platform. We’re hearing great feedback—thank you to everyone who contributed to this upgrade!
KCS in Action: A 3-Month Ramp Time Down to 2 Weeks
In February’s KCS in Action session, the team at Farm Credit Mid-America shared how KCS has dramatically reduce onboarding time, among other valuable outcomes.
New hires went from needing three months to being ready for phone call support in just two weeks—all while maintaining a high level of service with a small, focused team. Their secret? Change management, coaching, and demand-driven content.
Empowering Teams Through Training
In another spotlight event, Empowering Teams: Training for Success, we heard from folks who are embedding training directly into employee onboarding and development.
Knowledge leaders from PAR Technology, Celonis, and Veeam shared their KCS journeys and how training is foundational to their KCS success. Their stories reinforced that training isn’t a one-time activity—it’s an enabler of success across the organization.
Welcome New Members
We’re excited to welcome Philips Healthcare and eGain as the newest Consortium for Service Innovation Members!
And congratulations to eGain on becoming the newest KCS v6 Verified Tool—a big differentiator for tools with demonstrated ability to enable all eight KCS practices.
And One More Exciting Update…
We’re thrilled to welcome Christina Roosen as the Consortium’s new Director of Enablement! Christina’s thoughtful approach and willingness to share have already influenced so many community conversations. We’re excited for what she’ll bring to this new role!
Latest Member Resources
Consortium Members are constantly workshopping and evolving the resources that become public! Membership also enables detailed insights from fellow Members and exclusive opportunities for collaboration, learning, and personalized support.
The much anticipated AI Blueprint is now published for Consortium Members! (login required)
The AI Blueprint includes:
- A structured approach to successfully implementing AI based on examples from global companies
- Worksheets and templates to guide you
- A wide collection of examples from Member companies already using AI in production
Member Benefit Spotlight
Tool Support
Member-driven Salesforce and ServiceNow Communities of Practice continue to meet regularly, exchanging valuable peer-to-peer knowledge on platform-specific challenges.
Member Slack
Members frequently connect in Slack for feedback and collaboration Recent topics included: Article reuse expectations, Integrating knowledge into products, & Coaching techniques
PAR 2.5
A group of Members have been poking at approaches for Process Adherence Review (PAR). They are rethinking the best way to understand how well folks are contributing to the Solve Loop!
Looking Ahead
Service Innovation Summit 2025 was our biggest and best one yet! Catch all the highlights at the Summit Recap, along with other opportunities engage with industry-leading innovators at upcoming events.
A new favorite Summit tradition is announcing details for the NEXT one during our closing session. Save the date for Summit 2026 in Scottsdale, Arizona —April 27-30!
As always, check our events page for upcoming opportunities to learn from our vibrant community and follow us on LinkedIn or YouTube for more!