Q1 2023 Recap: Tons of Co-Creation and the Newest Consortium Innovator!

This community has been as vibrant as ever so far this year, working together on some compelling new resources and gathering together at the energizing 2023 Member Summit!

Catch Up on Member Summit

I had a brilliant time, thanks to everyone involved in putting this together and to all those who joined us! It was awesome to finally meet people I’ve spoken to, or heard from often, from the Consortium and beyond for several years now. Looking forward to the next one! - Jack Chandler , Autodesk

On the final day of Member Summit, we surprised Kendall Brenneise by announcing he is our latest?Consortium Innovator!!!

Kendall, especially over the last few years, has done a lot to pick up ideas, iterate on them, turn them into operational models, and move a lot of our works forward. It’s an honor to welcome him to the Innovator family! - Matt Seaman, Executive Director, Consortium for Service Innovation

New Public Resources

We’ve had several working groups collaborating over recent months to co-create valuable resources, and we were so pleased to announce their publication at Member Summit!

• New:?Handling Doubts & Misconceptions
• New:?Coaching Resources & Coach Session Tracking Template
• New: Appendix H to the Practices Guide:?The “Why” Behind Each Practice
• Updated:?KCS Overview page

Join us at the?Member Summit Recap?on April 11?for an in-depth review of what we talked about. In addition to many?events already scheduled, we’re planning follow-up conversations from Open Space discussions at Member Summit – stay tuned!

What terrific conversations [during Open Space]! Love being able to hear shared experiences and bounce ideas and thoughts with each other. - Matthew Matusik , RedHat

Community News

In February, Executive Director Matt Seaman met with the Consortium’s Leadership Committee to discuss?maintaining long-term vision during short-term economic disruption. It was heartening to hear:

• Member companies continue to realize that, as we’re being asked to do more with less, knowledge is a key asset for success and area to invest in.
• Communication is as important as ever in terms of tying the value of knowledge to company goals.
• Cost per solution delivered, not just cost per case or cases closed, continues to be a powerful way to demonstrate the value of a well-managed knowledge implementation (see?Understanding Success by Channel?for more!)

In March, we announced xFind as the newest KCS Aligned Tool!

Welcome New Members

• 凯易讯
• Jama Software
• bespokeCX
• xFind (Acquired)

Public Event Recordings and Recaps

Consortium Members generously share much of our intellectual property, under Creative Commons License, in the?Consortium Digital Library

• KCS in Action: Selling the Benefits of a KCS Coaching Program
• KCS In Action: Social KDEs at Quest
• Observations on Coaching

Member-Only Event Recordings and Resources

Links in this section are accessible to?Consortium Members?via login.?If you are a Member and need access, please [email protected].

• Scoping the Topic: Coaching for Transformation
• Consortium Conversation: KCS with No Staff, No Funding, No Time, & Bad Tools
• Team Meeting: Connecting the Dots on Coaching

Behind the Scenes

• Several working groups and Communities of Practice continue to meet regularly, including: KCS and Video/Multimedia, KCS Field Guide Crew, Consortium Leadership Committee, Salesforce Service Cloud CoP, ServiceNow CoP.
• Let us know?if you’d like to join us!
• Plans are underway for in-person 2024 Member Summit! We’re aiming for late March or early April 2024 and will announce as soon as we have dates and location confirmed.

As always, check?our events page?for upcoming opportunities to learn from our vibrant community and follow us on?LinkedIn or?YouTube for more!