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KCS and the Future of Support (Executive Briefing)

Consortium for Service Innovation

Wednesday, February 28, 2018 from 9:00 AM to 12:30 PM (AEDT)

KCS and the Future of Support (Executive Briefing)

Registration Information

Registration Type Sales End Price Fee Quantity
Executive Briefing - Non-member Feb 27, 2018 NZ$425.00 NZ$0.00
Executive Briefing - Consortium Member
Discounted rate for Consortium Members.
Feb 27, 2018 NZ$350.00 NZ$0.00

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Event Details

We hear a lot about how Support organizations are in the midst of a digital transformation. However, leveraging digital capabilities is a means to an end. The transformation we are seeing is a shift in focus from transactions to value creation. This moves the support process and measures from a one-to-one (cases/incidents) to a many-to-many (value) proposition.

Knowledge is the key to creating a highly leveraged support process, and is indeed at the heart of customer support and engagement.

Attend this half day briefing for a big-picture look at the future of support, and learn how Knowledge-Centered Service (KCS®) is the key enabler to improving customer productivity and success.


Click here for details and agenda (pdf).

Wednesday 9:00 am - 12:30 pm
(8:45 for 9:00 am start, tea and coffee included but no lunch)


Map to Auldhouse and surrounding area.
Public transport is available.
Car parking is available on Hunter and Victoria Streets, however nearby parking buildings are recommended:

  • Queens Wharf Events Centre (off Jervois Quay), earlybird parking is $14 per day
  • James Smiths (Wakefield St) - Approx 10 mins walk to Auldhouse


Please note that the New Zealand Art Festival begins in Wellington on February 23; book your hotel early for the best availiability and rates.
Within walking distance to Auldhouse:


Dress is business casual.

About the Instructor

Greg Oxton is the Executive Director of the Consortium for Service Innovation, which owns and continues to develop the KCS methodology.  Through his work with the Consortium members in both iterating on and adopting the methodology, Greg has developed rich insights about Knowledge-Centered Service. 

Greg’s specialty is customer service strategy and organizational development.  In his 16 years at IBM, Greg held management positions in customer-service operations, planning, and support strategy development. Greg managed a major worldwide support reengineering effort at Tandem Computers and then became the Director of Global Support Planning for Tandem. Prior to joining the Consortium in July of 1996, he held the position of Sr. Director of Business Development at N.E.T.  In 2013, Greg was awarded the Ron Muns Lifetime Achievement Award for his leadership and contributions to the service and support industry.

Have questions about KCS and the Future of Support (Executive Briefing)? Contact Consortium for Service Innovation

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When & Where

Level 8, Jackson Stone House
11 Hunter Street
New Zealand

Wednesday, February 28, 2018 from 9:00 AM to 12:30 PM (AEDT)

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