The document describes the Consortium for Service Innovation, a non-profit industry association that develops knowledge management methodologies with its members. It has around 60 member companies and pursues innovative ways to improve customer experience. The Consortium uses a co-creation approach where members collaborate to develop solutions. Members engage through working groups, webinars, and other events. The Consortium staff supports members by coordinating meetings and maintaining a knowledge base of member work.
2. Develop and test models through research and
members’ operational experience
Non-profit industry association
Pursuing innovative ways to improve the
customer experience
Corporate membership model
4. “If one is mentally out of breath all the
time from dealing with the present, there
is no energy for imagining the future”
- Elise Boulding, Sociologist
from The Clock of the Long Now
5. The Staff
• Matt Seaman – Executive Director
• Kelly Murray – Chief Engagement Officer
• Jill DeGraff – CFO, Operations Manager
• Arnfinn Austefjord – Global Head KCS Academy
• Sara Feldman – Director of Member Engagement
• Jennifer Moortgat – Community Success Manager
Matt Seaman
Kelly Murray
Jill DeGraff Jennifer Moortgat
Arnfinn Austefjord Sara Feldman
6. Organizing the Work
Intelligent Swarming
Predictive Customer
Engagement
Customer Experience
Initiative
Leadership in an
Adaptive Organization
Centered Service
Knowledge
7. Co-creating a knowledge
management methodology
with industry
Our experience at the Consortium for how to build a sustainable
community focused on collective learning and creation
8. Knowledge is the GREAT ENABLER
Knowledge Management is a strategic approach for managing
corporate memory, intellectual capacity, and the surge in
available data.
Knowledge Management as a discipline
promotes an integrated approach to the creation, capture, structure, access, use,
and improvement of an enterprises’ information assets.
Knowledge Management is not:
The implementation of a tool, a specific platform, or type of content held within one
organization.
9. A Methodology and set of 8 Practices
Knowledge-Centered Service
Integrates the creation, reuse, and improvement
of knowledge as a by-product of interactions
25+ years of industry use and evolution
Still evolving and changing based on use
Collectively created by the Consortium Members for the Consortium Members
10. A Methodology and set of 8 Practices
Knowledge-Centered Service
Well over 200 companies that we know about using
the methodology
Creative Commons Attribution-NonCommercial 4.0
International License
Publicly available for anyone to use
Collectively created by the Consortium Members for the Consortium Members
11. Interactions create opportunity for co-creation
through information and knowledge exchange
Collaboration and cooperation are key
mediators of co-creation
Co-Creation
One definition (of many):
A collaborative design process where multiple stakeholders actively
contribute to the development of a new offering
12. Co-Creation Factors
Stakeholders won’t participate in co-creation unless it produces
value for all parties
The experience of the stakeholders should be designed by the people
that will be interacting
Stakeholders with diverse perspectives must be able to interact
directly with one another
A high-trust environment needs to be protected allowing open
sharing of ideas
Building an environment of collaboration
13. Co-Creation Factors
Building an environment of collaboration
Connecting the bodies of work to the challenges being faced by the
industry, in their language
Technical Support & ITSM organizations face:
• Ever increasing complexity; Budget / Operational constraints
• High skilled / high salary people are solving known issues
KCS Enables:
• Self-service portals, chatbots, predictive customer engagements = Operation Efficiency & CX
• People work on new challenging problems = Higher employee engagement
Stakeholders won’t participate in co-creation unless it produces
value for all parties
14. Members Engagement: It’s about People
Tapping into People’s Passion
We work with companies across the
Technology Industry
It is really about the people, you do
not engage a “Company”
15. Members Engagement: Cascading Events
• Broad, innovative concept explored
Member Summit
• Exchange best practices or new ideas for addressing critical
challenges
Webinar
• Presentations on specific corporate implementations of Knowledge-
Centered Service
KCS Practitioner Webinar
• Two-day interactive working sessions focused on specific topics
Program Team Meeting
• Working groups that develop, iterate, test, and operationalize
specific practices
Community of Practice
Lower
Higher
Engagement
• Review scope, focus, and direction of the Consortium’s work
Leadership Committee
• Discuss industry trends from today and several years into the
future (Nature of Work)
Executive Summit
Engage
industry
executives
16. 1. Focus on challenges faced by many people
– Solution will bring value to all engaged (and the industry at large)
2. The people involved define how they will work together to
reach a solution (and iterate on it)
– Meeting schedule, format, how is the work captured
3. The people who show up are the right people to work on the
issue
– Diverse set of people from many companies with many perspectives
4. People involved chose to engage and trust the other volunteers
– Mutual respect for people time and voice
How Members Engage
Working Groups / Community of Practice
Taps
into
the
4
co-creation
factors
17. How Members Engage
Working Groups / Community of Practice
• 39 People: Passionate about the topic
• 15 Companies: Diverse use cases
• 20+ Meetings: Presentations, working
sessions, readouts, implementation plans
Consortium’s Staff Role
Take the burden off the members
• Repository for the work
– Member accessible knowledge base with
presentations, notes, working documents, videos
• Meeting Coordination
– Organize presenters, times, logistics
– Do not try to coordinate schedules
– Protect the Trust Factor
• Synthesis the work
– Offer perspectives built from many vantage points
– Create industry deliverables in the form of
methodologies, practices, concepts, working
documents
18. How Members Engage
Working Groups / Community of Practice
Knowledge Base
Members Only
Ongoing 2021 Work
COP Sessions
Published body of work
19. How Members Engage: Keeping momentum
Build on topics and concepts from meeting
to meeting
• Sometimes over multiple years
• Validate against current challenges
Allow for exploration
• Listening not telling
• Use techniques like Open Space or Design
Thinking
Be intentional
• Design the meeting with intent (exploratory,
working session)
• Hosting abilities are a critical success factor
(Art of Hosting artofhosting.org)
20. How Members Engage: Keeping Momentum
Slack Workspace
Open Forum
Allows any member to interact
Collaborate across time and space
Interesting posts lead to meetings /
discussions
Diverse group of people from
executives to practitioner engage
21. Aligned Vendors
Support some of the 8 KCS v6
Practices
Verified Vendors
Support all 8 KCS v6 Practices
Working with Industry Vendors
Building relationship with tools vendors, service providers, and trainers
22. Trainers & Partners
A network of resources passionate and skilled in the KCS Practices
• Scale
– Focus on ‘consulting’ like engagements
– Bring the methodology out to everyone
• Industry Perspectives
– Bring added practical experience to the
members
Offer public workshops
