Skip to content
Consortium for Service Innovation

Consortium for Service Innovation

A non-profit alliance of service and support organizations focused on innovation around customer engagement, productivity, and success.

  • KCS
    • KCS Overview
    • KCS Academy
    • Training
    • Certifications
    • Verified or Aligned Tools & Services
  • Intelligent Swarming
    • Intelligent Swarming Overview
    • Intelligent Swarming Insights Workshop
  • Other Initiatives
    • Predictive Customer Engagement
    • Customer Experience Initiative
    • Leadership in an Adaptive Organization
  • Training & Certification
    • KCS Curriculum Paths
    • KCS Certifications
    • Learning Center Login
    • Trainer-Led Workshops
    • Request a Workshop
    • Digital Badges
    • Find Certified People
  • About Us
    • Membership
    • Member Companies
    • Consortium Innovators
    • About the Consortium
    • Certified Trainers
    • Members-Only Wiki
    • Digital Library
  • Events & News
    • Events
    • Trainer-Led Workshops
    • Recent News
  • Search

Filter by Tag:

  • All Posts
  • Adaptive Leadership
  • Intelligent Swarming
  • KCS
Meeting

Strategy for a Global Support Experience: Team Meeting Summary

Consortium members met at Cisco outside Dallas for an exploratory meeting around building a global support strategy. We originally thought we were looking to create a consistent customer support experience … Continue reading Strategy for a Global Support Experience: Team Meeting Summary

March 28, 2016March 5, 2019customer experience, customer success, summaryLeave a comment
News

Cloud vs On-Premise Products: Support Implications

As many Consortium members move their products to cloud-based offerings, the question comes up: what’s different about supporting cloud based products from supporting on-premise products?  Let’s take a look at … Continue reading Cloud vs On-Premise Products: Support Implications

March 11, 2016March 5, 2019customer experience, customer successLeave a comment
Meeting

Predictive Customer Engagement: Team Meeting Summary

Three minute video summary: Consortium members met recently in Phoenix to explore “Predictive Customer Engagement,” or “Necessary Knowledge:” a topic suggested at the Leadership Committee Meeting in December 2013.  How … Continue reading Predictive Customer Engagement: Team Meeting Summary

May 7, 2014July 26, 2019customer experience, customer success, summary1 Comment
Meeting

2014 Member Summit: Video Summary

Two minute video summary: The 2014 Annual Member Summit took place March 17-19 at the Rancho Bernardo Inn in San Diego, California. Greg Oxton kicked off the meeting with an … Continue reading 2014 Member Summit: Video Summary

March 27, 2014March 5, 2019customer experience, customer success, summaryLeave a comment
Meeting

Customer Success Initiative: Team Meeting Summary

Three minute video summary: Consortium members met in Tampa in January to explore and iterate on the models that make up the Customer Success Initiative. Our working definition of Service … Continue reading Customer Success Initiative: Team Meeting Summary

March 4, 2014March 5, 2019customer experience, customer success, summaryLeave a comment
Case Study

New Case Study: Transforming the Customer Experience at Avaya

We're thrilled to publish a new case study by MelissaLynne Burch and the team at Avaya! Transforming the Customer Experience This follows up nicely on their case study from last … Continue reading New Case Study: Transforming the Customer Experience at Avaya

February 25, 2014March 5, 2019customer experience, KCSLeave a comment
Meeting

Mapping the Customer Experience Journey

A DeepDive Discussion with Jennifer MacIntosh, OKAS Consulting, on 16 August 2012 What is a Customer Experience Journey Map? A customer experience journey map is a document that visually represents … Continue reading Mapping the Customer Experience Journey

December 5, 2012March 5, 2019customer experienceLeave a comment

Membership

Join us

Value of membership

Resources

KCS Principles and Core Concepts

KCS v6 Practices Guide

KCS v6 Adoption Guide

KCS Academy training & certification

KCS Case Studies

More KCS Resources

Join the mailing list

The work of the Consortium is protected by Creative Commons licenses

Recently Published

  • Q2 2022 Recap: New Intelligent Swarming Resources and Tons of Experience Shared by KCS Aligned Vendors
  • Voice of Customer Driven Service & Product Improvements: A Geotab Case Study
  • Consortium Website Refresh
  • Intelligent Swarming: A Smarter Way to Organize People and Work
  • KCS in Action: Sustaining Content Health & Customer Success with Content Strategy
White Consortium Swirl

KCS is not something we do in addition to solving problems.
KCS is the way we solve problems.

Official KCS training, certification, and tools are offered by the KCS Academy.

Resources

  • Digital Library
  • Members-Only Wiki
  • Upcoming Events
  • Join our Mailing List
  • Get Help

Connect With Us

  • YouTube
  • Twitter
  • Email
  • RSS Feed

Open Space Templates

  • Google Docs
  • Microsoft Word
  • Home
  • Privacy Policy
  • Photo Policy & Opt Out
  • Member Rules of Conduct
© 2022 Consortium for Service Innovation. KCS®, Intelligent Swarming℠, and Adaptive Organization℠ are service marks of the Consortium for Service Innovation™

Site by MRW Web Design