The Value of Membership
Engage with industry peers who are setting a new standard for service excellence.
Consortium for Service Innovation Members are real-world innovators who bridge the gap between research and implementation. Our work integrates emerging business trends with Members’ operational perspectives to develop innovative strategies, models, and standards that enrich customer engagement.
“We do groundbreaking work with the Consortium that produces dramatic operational efficiencies. Implementing just one or two high-impact ideas makes membership a great value.”
Tom Brennan, Customer Service Transformation Leader
Membership Highlights
As a member of the Consortium, you can help influence the direction of support services, be on top of emerging trends, become an early adopter of the latest thinking, and benefit from professional growth through a wide range of opportunities.
Consortium Activities
- Participate in interactive forums focused on Member-driven topics
- Network with a leading peer group to share knowledge and experiences
- Participate in establishing the criteria for KCS Verified Tools and KCS certifications
- See Benefits per Membership Level
Takeaways
- Improve operations and enhance customer service in your organization by implementing emerging best practices developed through the collective experience of Members.
- Build credibility, enhance your career, and gain visibility within your company as well as in the larger service community
“We do groundbreaking work with the Consortium that produces dramatic operational efficiencies. Implementing just one or two high-impact ideas makes membership a great value.”
Christophe Bodin, Chief Customer Officer
Consortium Initiatives
Bridge the gap between leading academic research and operational reality. Our work spans customer engagement and is loosely organized around 5 initiatives:
KCS
Leverage existing organizational knowledge to fuel continuous improvement
Intelligent Swarming
A smarter way to align people with work on support or service teams
Leadership in an Adaptive Organization
Guidance around strategy, people, measurements, process, and structure
Customer Experience Initiative
Delivering on service excellence involves shifts in perspective, strategy, culture, and leadership
Predictive Customer Engagement
How to provide information that customers would value, but don’t know to ask for
Define emerging practices in service, support, and customer experience improvement
“The Consortium provides an opportunity to understand and capitalize on emerging trends. I have more confidence in some of the transformational things I’m trying because of conversations with Consortium Members.“
Steve Young, VP Business Process & Technology, Hewlett Packard Enterprise
Latest News
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Celebrating 30 Years and a New Look
At the Consortium’s 2022 Member Summit, we celebrated 30 years of innovating together. Greg Oxton shared a history of the Consortium, reflecting on how the bodies of work developed, matured,…
KCS Implementations Beyond Customer Support
We have seen many instances of KCS working very well outside Customer Support. KCS captures knowledge as a by-product of the interaction, and there are interactions everywhere. We have seen countless…
Q2 2022 Recap: New Intelligent Swarming Resources and Tons of Experience Shared by KCS Aligned Vendors
The momentum of 2022 did not slow down this past quarter. Increased demand for Intelligent Swarming led to the launch of a bunch of new resources, linked below, plus an…