Newest Resources

The Consortium for Service Innovation’s annual Executive Summit is an invitational, discussion-based event for leaders of support and service organizations. This year it took place on 16-17 March. We had…

We’ve been talking a lot lately about Knowledge Domain Analysis and how the knowledge worker behavior of “reuse” – of linking or attaching a knowledge article to an incident –…

A KCS v6 update! The methodology continues to be refined through use by the members of the Consortium for Service Innovation. As we think about how we assess value creation…

A KCS in Action Call Ryan Mathews, Director of Digital Support at NetApp, recently presented on how the NetApp Support Team rebooted their KCS program by lowering effort, nudging for…

An edited and condensed excerpt from a February 8, 2021 Consortium Member phone call. What does a coaching program look like in a mature KCS environment? Monique Cadena, Principal Program…

Right after Matt posted on Complex Adaptive Systems and the Illusion of Control, I read Maria Konnikova’s book The Biggest Bluff. In it, the author uses her training as a…

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,…

Over the last 12 months, we have seen major disruptions to the way organizations function.  Years of refined processes, measures, engagement models, employee training, and a host of other activities…

We are excited to announce the availability of a new KCS case study! ServiceNow: Implementing KCS Delivered 52% Faster Time to Relief details ServiceNow’s Customer Support journey with KCS. In…

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…