Kelly Murray

Consortium for Service Innovation

The Consortium is a nonprofit think tank focused on customer engagement. Our work primary focuses on: Knowledge-Centered Service (KCS®), Intelligent Swarming, Predictive Customer Engagement, Customer Experience, and Leadership for Adaptive Organizations. We bring together experienced practitioners, digital transformation leaders, and forward-thinking executives to co-create innovative operational models. Consortium Members created and continue to develop the widely-adopted Knowledge-Centered Support (KCS) and Intelligent Swarming methodologies.