Author: Kelly Murray

As part of our KCS Aligned Tool series, Rob Rathwell, Vice President Customer Success at Coveo, and Laurel Poertner, Senior Director of Digital Services at F5, talk about how implementing Coveo’s AI-powered solutions boosted F5’s self-service success rate.

An in-person meeting recap. Exploring how KCS and collaboration practices allow for healthy and successful automation and AI implementations.

Learn how Ping reduced resolution time, increased Engineer capacity, and improved the employee experience by implementing Intelligent Swarming.

Consortium Members and the wider community have a TON of experience implementing KCS to achieve celebration-worthy results. While the benefits available by shifting to a KCS approach are extraordinary, the…

The (ongoing and required) KCS Practice of Capture doesn't always result in creating new articles. Providing some clarity around the difference.

Leaders from Consortium Member companies gathered virtually this week for the 2023 Executive Summit. 32 executives representing 29 companies participated in two days of discussion. On day one, the Consortium’s…

For the most recent guidance on AI, visit the AI and Knowledge overview page. At a meeting focused on AI and Automation for Customer Engagement, we explored how the Predictive…

A recap of the February 2023 Connecting the Dots on Coaching team meeting.

A group of Consortium Members were inspired to make the KCS v6 Adoption Guide more helpful and to better reflect how they approach organizational transformation. Updates include: Changes are live!…

We are pleased to announce that Sara Feldman will be joining the staff of the Consortium for Service Innovation on July 12, 2021 as the Director of Member Engagement.  In…