automation

As agentic AI capabilities rapidly emerge, we are in a continuous cycle of discovery and experimentation, testing what’s possible, refining what works, and rethinking how intelligence is designed into the fabric of everyday work.

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…

As AI rapidly transforms the landscape of service and support, it’s easy to blur the lines between methodology (KCS) and technology (AI and other tools).

A recap of the April 2025 Innovation Lab, where we continued to explore AI in customer and employee experiences.

An in-person meeting recap. Exploring how KCS and collaboration practices allow for healthy and successful automation and AI implementations.

We’re excited to share some noteworthy KCS milestones and insights, while Consortium Members continue to generously share their experiences as industry leaders, especially for new AI initiatives.

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

The ‘Fear Of Missing Out’ is a very powerful way to get us to spend money. Matt Seaman, Consortium for Service Innovation Matt Seaman, Executive Director of the Consortium, presented…

40 people from 21 Consortium Member companies recently spent two days exploring “Thoughtful and Strategic Automation.”  Technology is finally catching up with use cases that have been discussed by Member companies for well over a decade!

I invite you to think about these slick AI tools in the context of: How can you use AI as an extension of your core value propositions? Kyle Shannon, Storyvine…