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Consortium for Service Innovation


KCS is a journey. If we keep moving, the landscape will keep changing along the way. That change makes for an exciting, engaging transformation. By using relevant measures for each phase of the KCS evolution, we can successfully track our progress and document the dramatic contribution knowledge can make to enable customer success and organizational effectiveness. We can demonstrate tangible customer, employee, financial, and process benefits—if we create relevant operational and cultural baselines at the beginning and map those to the organizational goals (the strategic framework).

The benefits realized in each phase are incremental and compounding. Phase 1 is an investment, Phase 2 is a combination of investment and benefit. Phase 3 benefits are big, and Phase 4 benefits are huge (see KCS: The Great Enabler in the KCS v6 Adoption Guide).

We often call KCS a "delayed gratification model." Since KCS adoptions extend across years, support for KCS can fade if the benefits are not made explicit. This is the reason the phases are so helpful in explaining the KCS adoption journey and its evolving benefits. When the stakeholders understand how and why the measures of success must change, and how the benefits evolve and compound over time, it is easier to sustain their enthusiasm and support for Knowledge-Centered Service.

Phase 4 takes us to the horizon. We have not yet seen organizations in a mature Phase 4 state; that makes it difficult to assert with certainty what comes next.  Can we offer customers information that we have, that they would value, but don't know to ask us for? The Consortium members are working on this idea in the Predictive Customer Engagement initiative.  Between this and leveraging the emerging digital automation capabilities, we anticipate new measures will be required.  The journey continues.



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