Author: Sara Feldman

From day one as a Member at my first Consortium for Service Innovation event, interacting with this community became my instant and consistent favorite professional endeavor. Now that I have…

Michelle Stumpf, KCS Practice Director and KCS Certified Trainer, shares her wisdom and experiences with helping organizations successfully implement KCS. While helping many organizations implement or reinvigorate KCS, Michelle often…

Tammy Willey, Knowledge Management Strategy Lead at Jacobs Engineering Group, shares their journey with KCS beyond service and support. Recording

By connecting customers with content to solve known issues and support agents to investigate unknown issues, organizations can create experiences that make their customers (and yours) smile. For KCS practitioners,…

By adding Knowledge Management as a separate function with the authority to impact tools, processes and resources needed, great results have been achieved. In 2018, Electrolux decided to focus on…

In this KCS Verified Vendor Series call, Michelle discusses how you can enable your organization to successfully support KCS with technology geared around the KCS practices and workflows. Recording

Today’s support leaders know that going digital isn’t enough – that strong content practices and robust measurement are the only way to deliver the service experiences your customers expect across…