Author: Kelly Murray

Achim Schreiber and Anja Kunkel from Giesecke+Devrient explain their holistic approach to knowledge management, from search to ticket processing to knowledge acquisition and delivery.

Knowledge-Centered Success marks a strategic transition from a support-focused model to an enterprise-wide framework designed to better integrate with artificial intelligence and automation.

Patrick Thams-Dimon, Knowledge and Lean Manager, describes the KCS journey at the University of Copenhagen including challenges and insights.

Find out how Consortium Members have updated PAR to be more understandable and easier to use.

TOPdesk Support Manager Florian Hasse shares how starting with coaching (and leaning into the principle of trust) has led to KCS success and company-wide interest and adoption.

Hear how building a cross-functional team of advocates strengthens adoption and support for KCS initiatives, while Team Mentors play a key role in collaboration, feedback, and sustained behavior change.

A recap of the 2025 Service Innovation Summit (March 25-27 in Atlanta) and the great work Consortium Members presented there.

We are pleased to announce that Christina Roosen will be joining the staff of the Consortium for Service Innovation on March 17, 2025 as the Director of Enablement.

Janice Smith, Director Enterprise Services Support and Rebecca Mark, Head of Lending Support at Farm Credit Mid-America shared how KCS helps their team build consistency, trust, and reliability while reducing burnout.

Leveraging Salesforce and Coveo, Ping optimizes its internal and external knowledge-sharing capabilities, supported by AI-enhanced tools and a robust framework rooted in KCS Practices.