January 20, 2023 Arnfinn Austefjord
While a KCS Coaching program is a critical part of a successful KCS implementation, getting support from leadership for an adequate KCS Coaching program is often a challenge. At a…
November 28, 2022 Arnfinn Austefjord
Jessica Wu, Customer Success Manager at Alation, is KCS v6 Practices Certified and has been practicing KCS since 2014. While Jessica has experience running KCS programs at other companies, Alation…
October 31, 2022 Arnfinn Austefjord
We have said many times that we have not seen a successful KCS program without a KCS coaching program. Similarly, we have not seen an organization maximize the value of…
August 19, 2022 Arnfinn Austefjord
We have seen many instances of KCS working very well outside Customer Support. KCS captures knowledge as a by-product of the interaction, and there are interactions everywhere. We have seen countless…
June 15, 2022 Arnfinn Austefjord
Gathering customer insights from all of your service touchpoints is critical to improving your service experience, shifting those issues to lower cost and lower customer effort channels, and ultimately improving…
April 8, 2022 Arnfinn Austefjord
Padma Prasad, Senior Manager, Digital Support Operations– Evolve Loop Programs Team, shared how NetApp handles the KCS Evolve Loop. She shared so many best practices in this webinar, as well as…
February 25, 2022 Arnfinn Austefjord
Experts from Akamai (Laurence Leccia, Knowledge Domain Expert, and Christina Roosen, Community Program Manager) shared their Knowledge Domain Analysis (KDA) program in a KCS in Action webinar. They provided an…
February 15, 2022 Arnfinn Austefjord
While the Consortium for Service Innovation has been pursuing service excellence with Members for 30 years now, the KCS v6 certifications through the KCS Academy (the only certifying body for…
December 7, 2021 Arnfinn Austefjord
Coaching is a critical component of a successful KCS program. We were very fortunate to have three seasoned KCS practitioners join us as panelists on our November KCS in Action…
July 9, 2021 Arnfinn Austefjord
Realizing all the benefits of KCS requires being intentional about adoption and ongoing focus. On a recent KCS in Action webinar, Monique Cadena, Amit Singh, and KK Rao from Akamai…