By: Greg Oxton – Consortium for Service Innovation
Delivered at the 2008 Services Industry Summit in Charleston, SC – KCS is a journey, not a destination. We have learned a lot about the organizational evolution and the changing indictors or measures of success along the way. The Consortium has defined four phases of the KCS journey, the benefits and key measures of each phase. We will explore some of the profound changes you should expect to find in a mature KCS environment.