Consortium’s Work
The Consortium creates space to think about complex challenges in the world of customer experience and customer support, including:
- KCS®: Members continue the evolution of Knowledge-Centered Service
- Intelligent Swarming℠: a new way to align people with work (collaboration on steroids)
- Leadership Framework for Service Excellence: an influence network
- Customer Experience Initiative: assess and improve the customer experience
- Predictive Customer Engagement: how do we provide information that we have, that customers would value, but don’t know to ask us for?
Engage with industry peers who are setting a new standard for service excellence
“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, Global Customer Service Transformation, ServiceNow
Bridge the gap between leading academic research and operational reality
The Consortium is where I go to explore new and different approaches to managing customer support. Members of the Consortium are real-world innovators who make the connection between theory and implementation.
– Christophe Bodin, Chief Customer Office, Anaplan
Ways for the Organization to Engage
- Monthly conference calls on member topics of interest
- Bi-Monthly face-to-face Program Team Meetings
- Consortium Wiki: a member collaboration space
- Access to member-influenced documents, white papers, and case studies
- Opportunities to present at member meetings
- Discounted services for Adoption and Training
- Executive Briefings
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
About the Consortium
The Consortium is a non-profit alliance of organizations focused on innovation around customer interaction. Members generate and validate ideas through a process of collective thinking and experience. The Consortium’s work integrates academic research and emerging business trends with members’ operational perspectives. The result is innovative operational models that improve organizational efficiency, employee satisfaction, and customer success.