We have seen many instances of KCS working very well outside Customer Support. KCS captures knowledge as a by-product of the interaction, and there are interactions everywhere. We have seen countless … Continue reading KCS Implementations Beyond Customer Support
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The momentum of 2022 did not slow down this past quarter. Increased demand for Intelligent Swarming led to the launch of a bunch of new resources, linked below, plus an … Continue reading Q2 2022 Recap: New Intelligent Swarming Resources and Tons of Experience Shared by KCS Aligned Vendors
Gathering customer insights from all of your service touchpoints is critical to improving your service experience, shifting those issues to lower cost and lower customer effort channels, and ultimately improving … Continue reading Voice of Customer Driven Service & Product Improvements: A Geotab Case Study
Summary: As a first step of a larger digital refresh effort, we are consolidating thekcsacademy.net and serviceinnovation.org into the single domain serviceinnovation.org. The Consortium for Service Innovation is the home … Continue reading Consortium Website Refresh
Intelligent Swarmingsm, developed by the Members of the Consortium for Service Innovation, unlocks the full potential of an organization. It challenges 30 years of accepted practice by removing tiers of … Continue reading Intelligent Swarming: A Smarter Way to Organize People and Work
Padma Prasad, Senior Manager, Digital Support Operations-- Evolve Loop Programs Team, shared how NetApp handles the KCS Evolve Loop. She shared so many best practices in this webinar, as well as … Continue reading KCS in Action: Sustaining Content Health & Customer Success with Content Strategy
As we passed the 2 year anniversary of our sudden shift to virtual, our community continues to show up with passion, collaborate across companies, and have new accomplishments to celebrate! … Continue reading Q1 2022 Recap: Exciting Community Updates, Momentum for KCS and Intelligent Swarming
Over the last two years, we have experienced the world through different lenses as our professional and personal lives have been impacted. The saying “the one thing that's constant is … Continue reading Executive Summit 2022: Cultivating Trust Through Leadership
Experts from Akamai (Laurence Leccia, Knowledge Domain Expert, and Christina Roosen, Community Program Manager) shared their Knowledge Domain Analysis (KDA) program in a KCS in Action webinar. They provided an … Continue reading KCS in Action: Turning Data into Continuous Improvement
While the Consortium for Service Innovation has been pursuing service excellence with Members for 30 years now, the KCS v6 certifications through the KCS Academy (the only certifying body for … Continue reading KCS v6 Certification Digital Badges are live!