Adaptive Leadership

Beneath the headlines and hype, many teams are wrestling with a challenge: Why are so many AI initiatives stalling, and what does it actually take to succeed in production? Watch…

Leadership in this era is about balancing the capabilities of humans and machines. Successful executives reframe support as strategic, invest in culture and systems for innovation, and scale AI with intentionality and strong foundations.

From our Benefactor- and Sponsor-level Members, we heard that service organizations are the central connector, how we think about value needs to change, and AI is just a tool to help us reach our organizational goals.

2024 Executive Summit summary: how Consortium Members are approaching rapidly-advancing automation to enhance their services organizations and customer experience.

Leaders from Consortium Member companies gathered virtually this week for the 2023 Executive Summit. 32 executives representing 29 companies participated in two days of discussion. On day one, the Consortium’s…

A recap of the February 2023 Connecting the Dots on Coaching team meeting.

Intelligent Swarmingsm, developed by the Members of the Consortium for Service Innovation, unlocks the full potential of an organization. It challenges 30 years of accepted practice by removing tiers of…

As we passed the 2 year anniversary of our sudden shift to virtual, our community continues to show up with passion, collaborate across companies, and have new accomplishments to celebrate!…

Over the last two years, we have experienced the world through different lenses as our professional and personal lives have been impacted.  The saying “the one thing that’s constant is…

It’s time to celebrate! But first, a brief origin story. Some folks got together in 1992 to brainstorm around software features and functionality for customer support, but quickly realized that…