Extending ideas in the KCS v6 Practices Guide and the KCS v6 Adoption Guide, this paper helps KCS leaders recognize the key trends, relevant milestones, and exit criteria that indicate progress through the KCS phases of adoption.
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Knowledge-Centered Service (KCS®) v6
Leveraging organizational knowledge to improve outcomes for all stakeholders.
A dynamic collaboration model for complex environments.
Predictive Customer Engagement®
How can we provide information that we have, that customers would value, but don’t know to ask for?
Customer Experience Initiative
Minimizing value erosion and maximizing value addition throughout the customer lifecycle.
Influencing a network requires different skills than managing a hierarchy.
A resource focused on identifying, maximizing, and sustaining benefits generated by a KCS® implementation.