Consortium Briefing August 2012 Curious about the Consortium
Consortium Briefing August 2012 Curious about the Consortium? www. serviceinnovation. org 12/19/2011
Agenda • Who we are and what we do • Mission, relationship to other industry associations • The KCS Academy • Observations about innovation • Topics of discussion (work in progress) • • • Evolution of KCS Intelligent Swarming Social Media and Support Leadership Framework for Service Excellence The Adaptive Organization/Organization as a Network • Membership levels and benefits 9/6/2021 @ copyright 2000 -2012, Consortium for Service Innovation, www. serviceinnovation. org 2
What is the Consortium? • An alliance of support organizations • Focused on innovation – New ways to improve the customer’s experience and productivity while managing the cost of support – High tolerance for uncertainty and ambiguity • Member funded, not for profit – For the benefit of the members • The members are the Consortium – 45 member companies – Staff: 6 people 9/6/2021 @ copyright 2000 -2012, Consortium for Service Innovation, www. serviceinnovation. org 3
Consortium Mission • Develop innovative concepts and strategies for customer interaction and service delivery • Evolve the concepts into operational practices – Develop optimal ways to satisfy customer demand for support – Identify opportunities to improve customer success – Identify ways to improve the relevance of the offerings (products/services) – Bridge between emerging academic theory or research and operational reality 9/6/2021 @ copyright 2000 -2012, Consortium for Service Innovation, www. serviceinnovation. org 4
The KCS Academy • Wholly owned subsidiary of the Consortium • Focused on supporting the industry with the successful adoption of KCS • Certification programs for KCS roles – – – KCS Practices v 5 KCS Publisher KCS Coach KCS Certified Trainer KCS Verified Program (tools) • Facilitating a network of KCS practitioners • www. thekcsacademy. net 9/6/2021 @ copyright 2000 -2012, Consortium for Service Innovation, www. serviceinnovation. org 5
Thoughts on Innovation • If you have an idea about which you are confident…. …It is probably not very innovative • Observations on innovation – One idea from one person is necessary but not sufficient – The best ideas often come from a joke or humor and others “pilling on” – It is seldom a “big bang” – it’s iterative – If it is truly innovative don’t expect your first or even your second attempt at doing it to work; three iterations is the norm – Requires a tolerance for ambiguity and uncertainty …. . and courage 9/6/2021 @ copyright 2000 -2012, Consortium for Service Innovation, www. serviceinnovation. org 6
Getting Things Done. . • Our speed and success is a function of our members’ courage – Willingness to try the un-proven – Collective thinking and collective experience • Events – – – Conversation. Storms/Deep. Dive discussions: online, monthly Team meetings - working sessions: every other month Annual Executive Summit: spring Annual Member Summit: fall Leadership committee meeting: December • Member services – Briefings, strategy development, workshops 9/6/2021 @ copyright 2000 -2012, Consortium for Service Innovation, www. serviceinnovation. org 7
Consortium’s Focus is Innovation (it’s not for everybody) The Consortium s ard gg La La Ma te jor ity Ea Ma rly jor ity ato r ov Inn Vis ion ari e s s The Chasm Service Strategies/HDI/TSIA From “Crossing the Chasm” by Geoffrey Moore 9/6/2021 @ copyright 2000 -2012, Consortium for Service Innovation, www. serviceinnovation. org 8
Board of Directors • Rob Schauble – HP • Christophe Bodin - BMC • Ana Pinczuk - Cisco • Bob Barnes – AIG • Dave Cutler – Venify • Tom Brennan - Oracle • Brad Smith – Sage • Greg Oxton – Consortium 9/6/2021 @ copyright 2000 -2012, Consortium for Service Innovation, www. serviceinnovation. org 9
Topics of Discussion • The evolution of KCS • Intelligent Swarming • An optimal way to align people to work • Collaboration on steroids • Social Media and Support • What to do and what not to do • Leadership Framework for Service Excellence • Changing the focus of support from transactions to value creation • The Adaptive Organization • 9/6/2021 The organization as a network rather than a hierarchy @ copyright 2000 -2012, Consortium for Service Innovation, www. serviceinnovation. org 10
Three “Types” of Demand Customer Exceptions Self-Service Communities Community and Social Media Assisted Support • Customers want to talk to the vendor • Phone, chat, email, click to submit case • Support center, support analysts respond Self-Service • Customers use automated service tools, help integrated into the product or a web based portal/KB Communities • Customers want to interact with other users • Ask, respond, comment, rate, vote • Online forums, ideastorms, blogs, wikis, twitter, Facebook, Linkedin Three different Support Paths 9/6/2021 @ copyright 2000 -2012, Consortium for Service Innovation, www. serviceinnovation. org 11
Satisfying the Demand Customer Exceptions Self-Service Communities and Social Media Assisted Support Center Development/ Engineering 9/6/2021 Self-Service User to user interaction Product Management @ copyright 2000 -2012, Consortium for Service Innovation, www. serviceinnovation. org 12
Evolution of KCS • KCS integrates the creation and maintenance of knowledge into the problem solving process • KCS benefits include: – Internal operational efficiencies (support org capacity) – Dramatic improvement in customer’s use and success with self-service – Identify, quantify and prioritize opportunities to improve products and services based on customer experience • Continuing to improve the methodology – KCS V 6 under development • KCS Academy supporting industry wide adoption 9/6/2021 @ copyright 2000 -2012, Consortium for Service Innovation, www. serviceinnovation. org 13
KCS Customer Demand for Support Self-Help Assisted Level 1 KCS captures the collective experience of the support organization: Level 2 Level 3 Development/ Engineering 9/6/2021 Product Management • Knowledge Articles (content) • People Profiles (the know me factor) @ copyright 2000 -2012, Consortium for Service Innovation, 14
KCS Benefits and Drivers Understanding and Buy-In Analysts Behaviors Operational Efficiency Leadership Capture, Structure, Reuse, Improve. Coaching Certification 9/6/2021 Realized Benefits @ copyright 2000 -2012, Consortium for Service Innovation, www. serviceinnovation. org Self-service Success Improved Products 15
Enable Customer Self-service Customer Demand for Support Self-Help Assisted • Make most of what we know available to the customers, when we know it Level 1 • Customer success with self-help: solve known issues without assistance Level 2 Level 3 Development/ Engineering 9/6/2021 • KCS creates Just-in. Time content in the context of the users Product Management • Customers will use the web for many more issues than they will call about @ copyright 2000 -2012, Consortium for Service Innovation, www. serviceinnovation. org 16
Intelligent Swarming From escalation to collaboration Customer Demand for Support Self-Help Assisted • The tiered support model becomes ineffective • Move from a tiered, escalation model to a collaboration model • Intelligent swarming (relevance, reach and exception management) • More complete view of customer experience Development/ Engineering 9/6/2021 Product Management @ copyright 2000 -2012, Consortium for Service Innovation, www. serviceinnovation. org 17
What Is Intelligent Swarming? • Optimize collaboration • It’s how Support Analysts solve new problems today • Getting the best people to solve the problem, working on the problem as quickly as possible • Cisco “play catch, not ping pong” • Opt-in • • People choose to help An opt-in model is self-optimizing People work on the things they enjoy most (best at) Enables a sense of autonomy (motivator) • Exception management – monitor and act on exceptions 9/6/2021 @ copyright 2000 -2012, Consortium for Service Innovation, www. serviceinnovation. org 18
Why Do We Care About It? • Improve speed, accuracy and creativity in problem solving • It is a better way to solve new issues • Improve skills development/transfer for the Support Analysts • Improve Support Analysts’ enthusiasm, engagement, job satisfaction, productivity and loyalty • Improve the customer experience, loyalty 9/6/2021 @ copyright 2000 -2012, Consortium for Service Innovation, www. serviceinnovation. org 19
Social Media and Support • Five tenets of social and support – Let social support social – Continuously improve the customer experience and realized value – Get the issue into the best channel for resolution – Listen, learn and influence the collective voice – Listen, learn and engage the individual voice • A maturity model for social and support – Defining the evolution 9/6/2021 @ copyright 2000 -2012, Consortium for Service Innovation, www. serviceinnovation. org 20
Leadership Framework for Service Excellence • Definition of service excellence? – Maximize customer realized value! – Minimize value erosion • Implication? It changes everything – – – 9/6/2021 Business strategy for support organizations How we think about people Measurement systems Processes and structure Technology requirements @ copyright 2000 -2012, Consortium for Service Innovation, www. serviceinnovation. org 21
It’s a Network! Customer Demand for Support Self-Help Community Assisted Support becomes a network that connects; Development/ Engineering Product Management • people with content • people with people In a highly relevant way 9/6/2021 @ copyright 2000 -2012, Consortium for Service Innovation, www. serviceinnovation. org 22
Customer Value + Expectations Exceeded “Added Value” 0 Customer Expectations Not Met “Maintenance” 9/6/2021 Time @ copyright 2000 -2012, Consortium for Service Innovation, www. serviceinnovation. org 23
Customer Value + * Exception * 0 Integrated Resolution * Customer Expectations Self-service and Forums Value Erosion Case/Incident * Opened 9/6/2021 Time @ copyright 2000 -2012, Consortium for Service Innovation, www. serviceinnovation. org 24
Measures – a Shift in Thinking Traditional • Activity based • The numbers • Basis for judgment • Unique to department • Internal focused • Low tolerance for discovery • Source of dysfunction 9/6/2021 New • Value based • What the numbers mean • Basis for learning • Cross-functional • Customer focused • Support the discovery process • Transformational @ copyright 2000 -2012, Consortium for Service Innovation, www. serviceinnovation. org 25
Opportunities to Participate • Value of membership? – – Being part of shaping the future of support Connections with other like minded thinkers Some time and space to …reflect and think “Time traveler moments” (Brad Smith) • Membership Levels – – 9/6/2021 Participant Plus Sponsor Benefactor @ copyright 2000 -2012, Consortium for Service Innovation, www. serviceinnovation. org 26
Membership Benefits Participant • Program meeting attendance = 1 seat • All membership level include: – Member discounts for • Annual events (Member Summit, Executive Summit • Member services – Unlimited access to remote meetings/discussions (webex session) – Access to the Wiki (notes and presentations from meetings) 9/6/2021 @ copyright 2000 -2012, Consortium for Service Innovation, www. serviceinnovation. org 27
Membership Benefits Participant Plus • Program meeting attendance = 2 seats • Includes 2 seats at the Annual Member Summit (no charge) 9/6/2021 @ copyright 2000 -2012, Consortium for Service Innovation, www. serviceinnovation. org 28
Membership Benefits Sponsor • Program meeting attendance = 3 seats • Includes 2 seats at the Annual Member Summit (no charge) • Includes 1 seat at the Annual Executive Summit and the Leadership Committee (no charge) • Annual executive briefing 9/6/2021 @ copyright 2000 -2012, Consortium for Service Innovation, www. serviceinnovation. org 29
Membership Benefits Benefactor • Program meeting attendance = unlimited • Includes 3 seats at the Annual Member Summit (no charge) • Includes 2 seats at the Annual Executive Summit and the Leadership Committee • Two annual executive briefings and one management workshop 9/6/2021 @ copyright 2000 -2012, Consortium for Service Innovation, www. serviceinnovation. org 30
Upcoming Big Events • Program Team Meetings o September - Using gamification to sustain KCS (hosted by Dell in Austin TX) • Annual Summit – 20 Year Celebration o Nov 6 -9, 2012, Seattle, WA • Leadership Committee o o Dec 12 -14, 2012 All events o 12/11/2011 web page (http: //www. serviceinnovation. org/events/) www. serviceinnovation. org
Additional Information • Consortium www. serviceinnovation. org • • Events page Practices Guide Measurement Matters Case Studies • Wiki – notes • KCS Academy www. thekcsacademy. net 9/6/2021 @ copyright 2000 -2012, Consortium for Service Innovation, www. serviceinnovation. org 32
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