Consortium for Service Innovation

Our Dreams Are (Almost) Coming True! Technology is finally catching up with use cases that have been discussed by Member companies for well over a decade! While this is tremendously exciting, the buzz around “AI” has contributed to a hype cycle touting huge efficiency gains, business transforming applications, and need for rapid implementation. Members shared that they are experiencing: ➡ Widespread energy and enthusiasm for “implementing AI”  ➡ Pressure to implement AI quickly ➡ A major challenge to manage expectations around potential benefits, speed and ease of deployment, and level of complexity in integrating business processes “Enthusiasm needs resources to get results.” Joseph Lombardo, ConnectWise Read more for Member guidance around ✅ Forging a Path Forward ✅ Build or Buy AI ✅ Automating Support Knowledge ✅ Principles for Thoughtful Automation ➡ https://lnkd.in/gwm7_dHT

#HowTheWorkGetsDone This week, we hosted a 2-day exploration of Thoughtful and Strategic Automation (yeah yeah mostly known as #AI these days). Enjoy a video snippet below of a ~30 minute working session sped up to ~1 minute ... just one of many topics we explored together with 40 folks from 23 different Member companies. It was an abundant 2 days filled with exploration and capturing Member experience to inform resource updates now in progress! Topics included: ➡ What are you hearing from your execs about AI? ➡ History & Context: Developing approaches to automation ➡ Member Experience: AI for KCS at Red Hat by Albert Myles ➡ An AI Charter at Akamai Technologies by Christina Roosen ➡ A Model for Thoughtful Automation ➡ Build vs. Buy - How to Decide ➡ Implications & unintended consequences for AI-infused Knowledge Programs ➡ Principles and Core Concepts for Thoughtful Automation (Any Member can access some fantastic example resources we captured for deploying AI in your orgs - we'll share the details in comments)

Executive Director Matthew Seaman recently attended the inaugural Knowledge Summit Dublin and was excited to capture his highlights! "The event was full of passionate professionals from a range of backgrounds looking to exchange experiences and learn from other knowledge management leaders, thinkers, and practitioners... Presentations from people including Professor Sandra Moffett, Rebecka Isaksson, and Stephanie Barnes offered many new insights and sparked ideas that relate to the Consortium’s work. Hearing from renowned thought leaders in Knowledge Management like Professor Dave Snowden, Stan Garfield, Patrick Lambe, and Dr. Liam Fahey was also memorable and inspiring. Also, Guinness does taste better in Dublin!" 🍻 Full takeaways: https://lnkd.in/gcFfXrca

If you are thinking about or actively involved in #KCS this series is for you! https://lnkd.in/gwh_f3GD

The series continues! https://lnkd.in/gH86Yde9

Huge thanks to these industry leaders who shared their experience as #MemberSummit24 presenters! We all learned so much from you and the feedback from attendees was glowing! Follow the link via comments to watch the recorded recap or read the highlights from this incredible event ✨ Madison Hoffman, Royce Abel, Romain Garcia, Sarah Thomas Hamm, Christian Matzke, Nicole Quarti, Lana Kosnik, Jessica Peralta, Kendall Brenneise, Patrick McBride, Monika Virmani, Jessica Wu, Travis Myers, Andrea Hughes 🙌

Day 2 & 3 highlights from #MemberSummit2024... 😲 OPEN SPACE - The most folks we've EVER had propose topics at one event resulted in 32 breakout discussions (after a bunch of combinations) across 4 sessions. 🙌 4 more insightful Member Experience presentations from Patrick McBride of Oracle, Jessica Wu and Monika Virmani of Alation, Travis Myers of JLG Industries, and Andrea Hughes of SAS 🎥 A closing video, written by ChatGPT and acted out by Staff, that filled the room with laughter and was a nice extra confirmation that we still need our humans in the loop 😅 Our Members and guests made this such a spectacular event and we can't wait to see folks again for Member Summit 2025, which we just announced will be in Atlanta!

The #MemberSummit2024 Open Space grid is filled! But first, shoutout to our amazing Day 1 highlights... We learned how to approach GenAI initiatives for employee and customer experience from Romain Garcia of PTC and saw an inspiring framework for embracing collaboration among remote reams from Madison Hoffman of Zendesk. We heard success stories for adopting Intelligent Swarming by Royce Abel of Autodesk and for KCS by Nicole Quarti and Christian Matzke of proALPHA. Lana Kosnik, Kendall Brenneise, and Jessica Peralta coached us through how to move forward past difficult conversations while Sarah Thomas Hamm shared how to do more with less when resources shift beyond our control. AND we had a beyond lovely group dinner in a museum with private time for just us to view the exhibits - basically living how we assume celebrities do! For the always beloved Open Space happening now for Day 2, attendees decided on 32 topics to discuss across 4 sessions and we can't wait to share the takeaways soon! "I love this day already!" a new attendee shared before joining in their first Open Space discussion 👏 😁

#MemberSummit2024 is in progress! We'll be sharing highlights throughout the week and you're invited to join us for the full virtual recap on April 24: https://lnkd.in/gUhyWDKh

Cheers to our Certified KCS Trainers who made this an amazing event! https://lnkd.in/gAdCwj9p