Printable versionMembers of the Consortium for Service Innovation advance the state-of-the-art in customer service practices through a process of collective thinking and collective experience. The Consortium's work integrates academic research and emerging business trends with members' operational perspectives to develop innovative strategies, models and standards that enrich customer support experiences.
As a member of the Consortium, you can help influence the direction of support services, be on top of emerging trends, become an early adopter of the latest thinking, and benefit from professional growth through a wide range of opportunities.
- Participate in interactive forums focused on specific challenges or issues.
- Network with peers to share knowledge and experiences.
- Improve operational processes and enhance customer services in your own organization by implementing emerging best practices developed through the collective thinking and experience of the members.
- Build credibility, enhance your career and gain visibility within your company as well as in the larger service community.
- Influence the direction of the customer service industry as a whole.
- Benefit from group knowledge and interaction on a day-to-day basis via the Consortium's web-based community.
- Access the Consortium's library and online resources for the latest thinking.
- Receive discounts on Consortium events and member services.
- Participate in establishing the criteria for the verification of KCS tools.
Member Programs
Through a variety of venues, the Consortium facilitates discussions around key topics. Participation opportunities depend on the chosen membership level.
- Companies choosing the Participant or Participant Plus membership typically take part in Consortium activities at the operational level.
- Members choosing a Sponsor membership participate at both the operational and executive/strategic levels.
- The Benefactor membership, which includes participation at all levels, is intended for large companies with multiple service organizations.
Program Team Meetings
- Format: Interactive working sessions focused on specific topics or challenges identified by the members.
- Purpose: Evolve the models and operational processes.
- Venue: Hosted at member sites, or conference calls on specific topics.
- Frequency: 1-2 team meetings per quarter.
- Attendees: Generally, Managers and Directors from the member support organizations. The specific person attending varies based on the topic of the meeting.
- Members decide which team meetings to attend and how many people to send based on the relevance of the topic and how many seats at team meetings they are entitled to. Team meeting seats are included in membership benefits, as follows:
- Participant: 4 program team meeting seats per year.
- Participant Plus: 6 program team meeting seats per year.
- Sponsor: 8 program team meeting seats per year.
- Benefactor: Unlimited participation.
Executive Summit
- Format: Conference with interactive discussions, by invitation.
- Purpose: Consider emerging trends in the support industry.
- Venue: Hosted in a creative environment.
- Frequency: Annual, in the Spring.
- Attendees: Senior executives responsible for support organizations.
- Included in membership levels, as follows:
- Participant, Participant Plus: Member discounted fee.
- Sponsor: 1 attendee at no cost, additional attendees at member discounted fee.
- Benefactor: 2 attendees at no cost, additional attendees at member discounted fee.
Member Summit
- Format: Conference with presentation, interactive discussions.
- Purpose: Review the work of program teams, discuss future focus areas.
- Frequency: Annual, in the Fall.
- Venue: Typically hosted at hotel setting.
- Attendees: Individuals responsible for management and direction of customer support organizations.
- Participant, Participant Plus: Member discounted fee.
- Sponsor: 1 attendee at no cost, additional attendees at member discounted fee.
- Benefactor: 2 attendees at no cost, additional attendees at member discounted fee
Leadership Committee
- Format: Meeting with presentations and interactive discussions.
- Purpose
- Elect Consortium Board of Directors.
- Review scope, focus and direction of program teams.
- Develop the Leadership for Service Excellence framework.
- Frequency: Annually, with periodic phone calls.
- Venue: Hosted at member site.
- Attendees: 1 representative from each Sponsor and Benefactor member.
- Included in membership package, as follows:
- Participant, Participant Plus: Not available.
- Sponsor: 1 attendee at no cost.
- Benefactor: 1 attendee at no cost.
Summary of membership levels and benefits