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Consortium for Service Innovation
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COLLECTIVELY REIMAGINING THE WAY WE WORK TOGETHER

Collectively Reimagining The Way We Work Together


ANNUAL SUMMIT 2025

March 25-27, 2025 in Atlanta, GA

Join forward-thinking practitioners and leaders to explore the convergence of
knowledge, people, and AI.

Information & Registration


EXPLORE OUR INITIATIVES

Improve your business and workforce with Member-tested methodologies.

Knowledge-Centered Service (KCS)
Fuel continuous improvement across your business with organizational knowledge.

Intelligent Swarming
A smarter way to align people with work.

Predictive Customer Engagement
Proactive value and automation health.

Customer Experience
Increase value via service excellence.

Leadership in an Adaptive Organization
Embrace your organization as a network.

Upcoming Public Events


BECOME A MEMBER

Help move our work forward in a trusted community with industry peers.

Membership Experience includes:

 * Direct influence on globally-adopted models.
 * Exclusive events and working groups.
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 * Members-Only Wiki of shared resources and developing work.
 * Member Services to improve leadership alignment, practitioner skills, and
   service strategy.

See Member Benefits

Consortium Member Companies chart the course for exploration.

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A nonprofit think tank focused on customer engagement.

We bring together experienced practitioners, digital transformation leaders, and
forward-thinking executives to co-create innovative operational models.

Organizations around the world have adopted our methodologies, including KCS and
Intelligent Swarming, to enhance customer and employee success and to drive
continuous business improvement.

Get KCS Training




LATEST NEWS


 * INTELLIGENT SWARMING AT PING IDENTITY
   
   October 4, 2024
   by Kelly Murray
   
   In the first 10 weeks, Ping’s average time to close dropped by 15%, the SLA
   adherence increased by 13%, the backlog reduced by 25%, the time to first
   response improved…


 * Q3 2024 RECAP – KCS MILESTONES AND AI INSIGHTS
   
   October 1, 2024
   by Sara Feldman
   
   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.


 * HOW INDUSTRY LEADERS ARE BUILDING AI-DRIVEN CUSTOMER EXPERIENCES
   
   September 30, 2024
   by Matt Seaman
   
   2024 Executive Summit summary: how Consortium Members are approaching
   rapidly-advancing automation to enhance their services organizations and
   customer experience.

Join our mailing list to receive updates about latest news and upcoming events.

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