Printable versionMission
Advance the state of the art in customer interactions by developing innovative strategies, models and standards.
Vision
We have moved from a business model where value came from physical products, tangible things, to a world where value comes from non-physical, intangible things such as knowledge, influence and relationships. We believe this shift in the source of value requires new models, processes and practices.
We must move from the static, linear processes and command and control management practices to a dynamic, knowledge-enabled network with non-linear processes and management values that acknowledge the power of the human spirit. Knowledge is the source of value, it is the by-product of interaction and it is personal.
The Consortium for Service Innovation is rethinking the Customer Service model and defining how to make the transition that will result in new levels of capability, capacity and loyalty. In the Consortium forums we facilitate a process of collective thinking and collective experience. Through the integration of these conversations with academic research and emerging business trends, we develop innovative business strategies and operational models.