Sara Feldman is the Director of Member Engagement at the Consortium for Service Innovation, a non-profit alliance of service and support organizations that focus on innovation around customer engagement, productivity, and success. Through her work as a Consortium member and now working for the Consortium, Sara understands the importance of customer support experiences in the overall customer experience. She joined us on the podcast to talk about the work the Consortium does, but also shared her views on content strategy, how to create successful customer support programs, and more.

Key topics included:

1. What is the Consortium for Service Innovation and how does it companies?
2. Sara’s role as Director of Member Engagement
3. Understanding Intelligence swarming and Predictive Customer Engagement
4. The best support success is the one that never happened
5. Success content is for more than your customers.
6. Rethinking how we generate content in the organization.

Where You Can Find Sara:

• LinkedIn: https://www.linkedin.com/in/sarafeldman/
• Twitter: https://twitter.com/SaraContentWise

Additional Resources:

• Service Innovation Org: https://www.serviceinnovation.org/
• Intelligent Swarming Defined: https://library.serviceinnovation.org/Intelligent_Swarming