Greg Oxton is the Executive Director of the Consortium for Service Innovation.
Greg has extensive experience in the customer support and service business in high tech and has held numerous management positions in his 16 years at IBM in operations, planning and support strategy development. Greg managed a major worldwide support reengineering effort at Tandem Computers prior to joining the Consortium staff in 1997. Greg’s specialty is customer interaction strategies and organizational development.
Through his work with the Consortium members in facilitating innovative development activities Greg has developed deep insight into the KCS principles and the best practices for KCS adoption. Greg has coached Consortium member companies such as BMC, Cisco, HP, EMC, Ericsson, Oracle, PTC, and Red Hat on adoption strategies for Knowledge-Centered Support (KCSsm). KCS is a knowledge management methodology developed collectively by the Consortium members that transforms the support organization from a transaction based, call-centric model to a highly leveraged, value creation model.
In 2013, Greg’s contribution to the support industry was recognized, as he was awarded HDI’s “Ron Muns Life Time Achievement Award”. HDI is the world’s largest membership association for help desk and technical support professionals and the premier certification body for the industry.
The Consortium for Service Innovation is a non-profit industry alliance of high tech customer support organizations (www.serviceinnovation.org ). In addition to the continued evolution of KCS the Consortium is also working on an intelligent swarming model and the idea of replacing static hierarchical organizational structures with dynamic network structures.