Whether you’re brand new to the Consortium for Service Innovation or have been around for years, this guidance is designed to help you get more value from the resources, people, and experiences available to you.
We have proven methodologies and operational models based on real world experiences of our Member companies and the industry at large.
Matt Seaman
Matt Seaman showcases how organizations use Consortium for Service Innovation resources to improve service, knowledge management, and customer engagement.
If you’re navigating real-world service and support challenges, scaling knowledge, making sense of AI, or evolving how teams work together, then this replay will help you accelerate your success.
Replay
Lead & Achieve Success
For both the wider community and Consortium Members, we offer resources for all types of engagement. The Consortium is a system for learning, applying, and shaping change in service, knowledge, and leadership.
Learn: Build Context and Confidence
When you’re exploring, orienting, or explaining why.
If you are currently:
- Understanding an unfamiliar topic
- Onboarding into a new role or organization
- Looking for language or framing to explain ideas to stakeholders
Check out:
Apply: Turn Insight into Action
When you’re accountable for results.
If you are currently:
- Committed to an initiative and need to execute
- Trying to avoid mistakes others have already made
- Stuck or need practical guidance, not theory
Check out:
- Open Source documentation in the Digital Library
- Instructor-led workshops
- Regularly scheduled events for the latest insights from folks designing the future
Innovate: Influence What Comes Next
When you’re looking at the big picture.
If you are currently:
- Exploring emerging challenges without predefined answers
- Curious about how roles, value, or leadership are evolving
- Want a voice in shaping future models and practices
Check out:
- Open Space sessions at the Service Innovation Summit
- Membership opportunities to help lead our innovation
A Note on Membership Value
Consortium Membership offers earlier access, deeper detail, and direct connection:
- Visibility and contribution into work while it’s being shaped
- Access to more proprietary examples
- Opportunities to talk directly with people doing the work
If you’re responsible for execution, this can dramatically reduce risk and rework.
Themes Shaping 2026
These themes are actively being explored through Consortium work right now. The Consortium’s differentiator is the network of practitioners willing to share emergent thinking. Use the Consortium as a practical system for learning, implementation, and innovation.
Making AI Practical, Trustworthy, and Valuable
- Knowledge across the enterprise
- Scaling with measured outcomes
- AI fatigue and missed expectations
Shifting Business Value and Measuring Outcomes
- Customer & Business Value are not the same
- Changing demand and realized efficiency
- ROI models and justifying investments
Emerging Roles and Organizational Change
- Roles and skills are evolving
- Organizational ideas are outdated
- Leadership opportunity -> age of AI
