Author: Arnfinn Austefjord

Leveraging Generative AI in your service organization is a hot topic all over the world. Companies, as well as countless tool vendors, are trying to determine the most appropriate use…

We recently hosted an engaging KCS Roundtables with breakout rooms on five popular topics: To allow for open and transparent discussion among the participants, we don’t record KCS Roundtables. Consortium…

We are proud to recognize our KCS v6 Verified Tool providers with new digital badges! Incident Management Agnostic Knowledge Management Combined Incident Management + Knowledge Management About the KCS v6 Verified Tool…

The good news: Most service organizations have expanded beyond their agent-assist channels to include self-service support for their customers! The bad news: While service organizations have robust measures for their…

We are proud to recognize our KCS v6 Aligned Tool providers with new digital badges! About the KCS v6 Aligned Tool Program For KCS to be successful in your organization, it must…

We are proud to recognize our KCS v6 Aligned Service providers with new digital badges!

Sariel Moshe, co-founder, and CTO at xFind, delivered a thought-provoking webinar on AI’s impact on the support experience. Sariel shared how knowledge will play a critical role in the AI-powered support experience.

Dr. Sean MacNiven, the Head of Research and the Strategic Program Architect for SAP Global Product Support, presented on SAP's innovative approach to AQI (now referred to in Consortium publications as the Content Standard Checklist).

“KCS is not something we do in addition to solving problems. KCS is the way we solve problems.” Implementing KCS as the way we solve problems requires considerable change for…

We recently hosted a very engaging KCS Roundtables event consisting of six breakouts on the following topics: Huge thanks to our hosts for a great event!  To allow for open…