Author: 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…

An effective Knowledge Domain Analysis (KDA) program is key to maximizing the success of your KCS implementation.  On a recent KCS in Action call, Jorge Carrasco, Social and Community Manager…

Moving known issues out of the Agent-Assist channel and into the Self-Service channel is a key benefit of deploying KCS, yet many companies struggle to do this effectively. A common…

We are excited to announce the availability of a new KCS case study! ServiceNow: Implementing KCS Delivered 52% Faster Time to Relief details ServiceNow’s Customer Support journey with KCS. In…

Measuring the shift left of a digital transformation journey has always been a challenge for service organizations. Part of the issue has been their reluctance to change the currency of…

We had our first KCS Academy Virtual Roundtable event earlier this month.   It featured six discussion topics, each facilitated by a Consortium for Service Innovation staff member or another KCS…

I was recently interviewed, along with Ryan Mathews, Digital Support Director at NetApp, by Al Hahn from the Association for Support Professionals. We discussed the differences between a good support…

A Critical Enabler for Digital Transformation Success Companies, and their service organizations, are increasing their focus on digital transformation to maximize the availability and satisfaction of their product sand services…

Digital transformation has been a hot topic for a number of years now.  The stay-at-home impacts of COVID-19 have demonstrated the importance of this transformation, which at its center, is…

We had a great World Tour in Silicon Valley at the Santa Clara Convention Center on March 3rd.   It was fantastic to see the diversity of the participant companies…