Livia Wilson is the President and co-founder of Outsights, Inc. Livia has more than 20 years professional experience in organizational leadership and development, program management, software and systems design, and strategic support of service delivery practices.

She is responsible for the design of operational frameworks which enable organizations to derive new capabilities from service delivery. These frameworks were the foundation of Knowledge-Centered Support and are based on the principles of continuous improvement and systems thinking. The models originated through work with Dr. W. Edwards Demings, the father of Quality. Livia first applied these principles at Honeywell, where she managed a world-wide support center. She then introduced the model to Legent corporation in Herndon Va. as Director of world-wide customer programs. In 1994, she started a professional services organization for Primus Knowledge System in Seattle which introduced many of the foundational principles as Solution-Centered Support through the Customer Support Consortium (owned by Primus at the time).

From 1997 to 2002 Livia ran the Solution/Knowledge-Centered support program team for the Consortium for Service Innovation and defined the "Betty" model which has since been named the "Adaptive Organization".

Through Outsights, Livia and an experienced group of strategic consultants implemented several dozen KCS environments. From 2002 through 2005, the models have evolved through up-to-date practices and are operationalized in the frameworks currently delivered by Outsights. The frameworks are based on increasing returns, through optimized content management, resource management, performance management, and structures for knowledge management.

The companies Outsights supports implement models for sustained expert capabilities.