Consortium for Service Innovation
LightNews LightNews
banner
service-innovation.bsky.social
Consortium for Service Innovation
@service-innovation.bsky.social
8 followers 16 following 12 posts
Practitioners and leaders who are actively shaping knowledge management, AI-powered automation, and the future of customer engagement.
www.serviceinnovation.org
Posts Replies Media Videos
service-innovation.bsky.social
What if your next conference is the event that influences how the industry evolves?

#ServiceInnovationSummit is intentionally different...

✅ sized for real connections
✅ showcases peer experience (not vendor interests)
✅ attendees customize the agenda

>>> www.serviceinnovation.org/event/annual...
Service Innovation Summit 2026 - The Premier Conference for People Shaping the Future of Customer Engagement April 28-30, 2026 in Scottsdale, Arizona Where forward-thinking experts tackle today’s challenges and leave with actionable insights for AI-powered automation, Knowledge Management practices, and empowering tomorrow’s workforce. "I really valued the collaboration among peers across industries with shared challenges. We had such engaging discussions throughout open space, that carried on into the reception and evening. I got validation, direction, defined choices, and thoughts to take with me." -Jacob Rupe, Swift "Every time slot within the conference had material that was relevant to my needs! That was AWESOME!! I absolutely LOVED the Open Space concept – how cool!!! I just shared this morning with my peers, my leader, and my Executive Leader how much value I got from this week!!" -Janice Smith, Farm Credit Mid-America "Leaders and innovators from across the globe shared valuable insights of how to measure AI success and key concepts of AI implementation strategies, long term goals, and expectation management. Knowledge is more important than ever." -Slavi Slavov, HCL Tech Right-sized for diverse perspectives + deep connections ~125 attendees from B2B, B2C, and B2B2C companies Mix of Fortune 100 & Fortune 500 companies, mid-size, and niche providers Welcome reception, breakfasts, lunches, and a group dinner to deepen relationships Unique format goes beyond roundtables and networking Enterprise case studies, exploratory topics, and designed for collaboration Agenda influenced by shared challenges and real-world insights, not vendor interests Open Space programming sets up 30+ sessions based on attendee suggestions Agenda At a Glance The value of Support & Service organizations has fundamentally shifted due to advanced automation. Consortium methodologies and models are evolving for this new era of Knowledge Management practices, context engineering, organizational design, and success measures. Monday, April 27 5 pm – 6:30 pm Welcome Reception: Our experience begins with a hosted gathering on Monday evening. Plan to arrive in time to settle in and join us! Welcome handshake at Summit 2025 Tuesday, April 28 9 am – 5 pm & hosted evening Keynote sessions: How to be successful with agentic technology, systems thinking in complex environments, and a guest speaker from the Frank Lloyd Wright Foundation located in Scottsdale. Breakout sessions: Case studies and exploratory topics from global experts about service innovation and harnessing automation for efficient scaling. Included: Breakfast, lunch, morning & afternoon catered breaks, evening reception, group dinner. Wednesday, April 29 9 am – 5 pm Open Space sessions: A technique for attendees to customize the agenda (30+ options) based on their most pressing topics. Previous topic examples: Use cases for AI, Intelligent Swarming tools & techniques, harnessing KCS for product improvement, measuring significance instead of success, training & skills development. Included: Breakfast, lunch, morning & afternoon catered breaks, hosted happy hour. Thursday, April 30 9 am – 12 pm Keynote sessions: Hear from senior leaders about the trajectory of organizational design, how leading companies are tackling complexity, new opportunities, and the future of support. Collaborative wrap-up: Synthesize takeaways and action items to return to your day-to-day with a strategy that’s ready for the future. Included: Breakfast and catered break. Why You Should Attend Hear what others are doing Attendees come from organizations at every stage of implementing, maturing, and innovating on methodologies like KCS and Intelligent Swarming. No matter where you are in a transformation lifecycle, you will walk away with new ideas and practical techniques to move your organization forward. Customize your agenda With Open Space sessions, a unique and highly-rated technique to build the agenda together, you will have the opportunity to propose and attend deep dive conversations about topics specific to your interests. Designed for interaction and engagement, what’s important to you drives the discussions! Make connections Service Innovation Summit combines diverse perspectives, important topics, and nice places. Attendees experience rich discussions in a high trust environment. We prioritize interaction, limit the number of attendees, and leave titles at the door. Sharing experiences is how the community evolves! Get ready for the future Under day-to-day pressure, it’s tricky to find time for creativity or new opportunities. Service Innovation Summit covers operational topics from experienced leaders and offers time to explore what’s on the horizon, so we can co-create what’s next for customer engagement.
January 13, 2026 at 8:45 PM
service-innovation.bsky.social
Case Interception is the right way to think about proactive support!

The concept of Case Deflection is insufficient at best & prickly in a way that distracts from the true value of support & self-service strategy. The work hasn’t been swatted away… it’s intercepted for a better support experience.
January 9, 2026 at 7:22 PM
service-innovation.bsky.social
Success in 2026 & beyond is dependent:​

✅ Value & success via organizational knowledge
✅ Collaboration, problem solving, & employee upskilling​
✅ Growth, productivity, & retention via intentional leadership​
✅ Customer-focused service & support experiences
✅ Efficiency via AI technologies​
December 18, 2025 at 9:57 PM
service-innovation.bsky.social
👀 It's beginning to look a lot like #CaseInterception is the new Case Deflection 😄

"A presentation the other day by PTC, talking about their digital support model, referred to “Case Interception” to highlight how they are answering questions before the need for a Case interaction."
December 15, 2025 at 6:24 PM
service-innovation.bsky.social
5 reasons to attend the #ServiceInnovation 2025 Review next week…

1. AI
2. Learn how global companies are *really* tackling #ServiceTransformation
3. AI
4. Sure you can catch the recording - but the live zoom chat is often the best part!
5. AI

Register ➡️ www.serviceinnovation.org/event/2025-y...
December 1, 2025 at 6:14 PM
service-innovation.bsky.social
All types of participation contributes to our resources, but extra shoutout to the brilliant presenters across our 2025 events!

We appreciate their time & generosity - sharing their experience to help Consortium for Service Innovation lead the evolution of #CustomerEngagement 💪
November 25, 2025 at 11:15 PM
service-innovation.bsky.social
In just 12 minutes (only 8 mins if you're a 1.5x kinda person)… get on the right track, and off the wrong track, to implement AI successfully!

#AISuccess #BeyondTheHype #ChangeManagement #ServiceInnovation

youtu.be/N7q8-MAZhAc
Why AI Projects Fail or Succeed (Beyond the Clickbait Numbers)
YouTube video by Consortium for Service Innovation
youtu.be
November 19, 2025 at 8:32 PM
service-innovation.bsky.social
Christina Roosen summarizes the value of Support and Services via the Value Erosion Curve, context for the #ShiftLeft strategy.

P.S. AI is not a touchpoint
November 17, 2025 at 5:01 PM
service-innovation.bsky.social
Kelly Murray highlights how to approach headcount planning as AI unlocks capacity.

✨ While the total need decreases, the type of work & skills required will change, necessitating careful workforce planning & defense of staffing needs 💪

#CostAvoidance #CapacityPlanning #LeadershipInAdaptiveOrgs
November 13, 2025 at 6:44 PM
service-innovation.bsky.social
The evolving value of support services has shifted from low to high relationship-based work. Advanced #AI and #KnowledgeManagement are now significantly automating known tasks, reducing the workload and headcount required for traditional support roles.
November 11, 2025 at 9:20 PM
service-innovation.bsky.social
BIG THEMES lately...

📈 Redefining the Value of Support: AI is reshaping demand & organizational design.

🧠 AI + Knowledge: the symbiotic relationship between AI and #KnowledgeManagement is undeniable.

💪 Evolving Roles & Leadership: Folks are re-thinking how work shifts as AI unlocks capacity.
November 10, 2025 at 10:12 PM