Intelligent Swarming Team Meeting 13-15 June 2018 Hosted by Akamai in Denver, CO Notes and presentations are available to Consortium Members on the wiki. Discussion Topics Intelligent Swarming Overview – Greg Oxton, Consortium Intelligent Swarming: Critical Enablers – Greg Oxton, Consortium Designing a Reputation Model for People – Greg Oxton, Consortium Member Experience: Designing a Reputation Model – Dr. Karen Lazarou, Dell EMC Open Space Sessions Decreasing stress and increasing…

A new case study is up on the Intelligent Swarming page: Swarming at Autodesk: A Win-Win By implementing Intelligent Swarming, Autodesk leveraged existing resources to support a new product, resulting in higher customer satisfaction and faster resolution times than their top benchmark products.          

Predictive Customer Engagement Team Meeting 25-27 April 2018 Hosted by National Instruments in Austin, TX Notes and presentations are available to Consortium Members on the wiki. Discussion Topics Proactive/Predictive Customer Support Model (Work Done to Date) – Greg Oxton, Consortium Making Customer Success Managers Successful – Ed Smith, athenahealth Member Experience with Predictive Customer Engagement – Glen Worthington, PTC Predictive Engagement Maturity Model – Ari Hoffman and Sara Feldman, Mindtouch…

2018 Member Summit 26th Annual Member Summit 19-21 March 2018 Westin Verasa Napa in Napa, CA Huge thanks to Ari Hoffman for his time, expertise, and care in making this video! Highlights and Summaries from Attendees: Monique Cadena Stephane Pinault Ari Hoffman Bonnie Chase Discussion Topics Welcome & Overview of the Consortium’s Work – Greg Oxton, Consortium and Jennifer Crippen, DB Kay & Associates KCS Principles & Core Concepts KCS…

KCS Across the Organization Team Meeting 7-9 February 2018 Hosted by University of Phoenix in Tempe, AZ Discussion Topics Enterprise Content Management vs Knowledge Management – David Kay, DB Kay & Associates KCS in Professional Services – Jim Mullins, DellEMC and Stephenie Gloden, AgileField KCS v6 Adoption Guide – Greg Oxton, Consortium and Jennifer Crippen, DB Kay & Associates KCS Assessment and Maturity Model – Jacob Watts, Red Hat, Natalie…

The 2018 Member Summit will be held March 19-21 at the Westin Verasa Napa in Napa, CA. Click here for registrations and logistics.

A new case study is up on the KCS Resources page at the KCS Academy: Quest Publishes in the Workflow The KCS v6 Practices Guide says we should share most of what we know externally as quickly as we can. To increase the use and success of self-service, 90% of the articles in the KB should be available externally immediately or within 90 minutes. At Quest, they’ve met a goal…

For KCS v6 documentation and resources, click here. For KCS v6 certification programs for people, click here. For KCS v6 Verification program for tools, click here. How was KCS® developed? How many organizations are doing KCS? Who owns the KCS methodology? How do I get started on implementation? Why does the Consortium make the KCS documentation available for free? The KCS v6 Practices Guide and other documentation is licensed under…

A new case study is up on the KCS Resources page at the KCS Academy: Leveraging KCS and Communities for Customer Success at Extreme Networks How Extreme Networks improved loyalty and won the top spots on customer web searches with a disciplined, data-driven approach to KCS and communities.  

The Consortium for Service Innovation’s 2016 Executive Summit convened in Colorado Springs, Colorado to discuss Shared Services Strategies and skills utilization across the organization. As business models and modes of interaction shift toward more personalized, often subscription-based products and services, Consortium member companies are focusing on customer productivity and success as a differentiator. Because many members have mature KCS implementations with strong self-service offerings to address known issues, an opportunity…