summary

Service Innovation Summit 2026 was an opportunity to reflect current progress while strengthening our foundation for what's ahead.

A great example of how focusing on customer service and experience is the differentiator for companies and their customers.

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.

A recap of the 2025 Service Innovation Summit (March 25-27 in Atlanta) and the great work Consortium Members presented there.

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.

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!

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

KCS Across the Organization Team Meeting7-9 February 2018Hosted by University of Phoenix in Tempe, AZ Discussion Topics Enterprise Content Management vs Knowledge Management – David Kay, DB Kay & Associates…

The Consortium for Service Innovation’s 2016 Executive Summit convened in Colorado Springs, Colorado to discuss Shared Services Strategies and skills utilization across the organization. As business models and modes of…