Sara Feldman
Director of Member Engagement at the Consortium for Service Innovation and longtime advocate for knowledge-driven customer experience, with a background as a technical writer and deep experience in Knowledge-Centered Service (KCS) and service innovation.
Best podcasts with Sara Feldman
Ranked by the Snipd community
Mar 10, 2026 • 42min
AI Isn't the Main Character with Sara Feldman of the Consortium for Service Innovation
Sara Feldman, Director of Member Engagement at the Consortium for Service Innovation and former technical writer, champions knowledge-driven customer experience. She discusses Knowledge-Centered Service, intelligent swarming for faster routing across teams, practical AI rollouts focused on outcomes, and why trusted, structured knowledge and reducing customer friction matter more than AI-first thinking.
