Team Meeting Summary: Predictive Customer Engagement

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…

Summary: 2018 Member Summit

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…

Team Meeting Summary: KCS Across the Organization

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…

Napa fIrepit at Member Summit 2018

Register now for the 2018 Member Summit: March 19-21 in Napa, CA

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

New Case Study: Quest Publishes in the Workflow

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…

Trail next to a river, headed for a mountain.

Frequently Asked Questions about KCS v6

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…

New Case Study: Leveraging KCS and Communities at Extreme Networks

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.  

2016 Executive Summit: Video Summary

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…

Introducing KCS v6

We are pleased to announce the launch of KCS v6! KCS v6 is the culmination of 24 years of collective thinking, investment, experimentation, and insight by the members of the Consortium for Service Innovation.  Current documentation includes: KCS Principles and Core Concepts KCS Practices Guide v6 FAQ about KCS For the most current information about updates to the KCS certification programs, please visit the KCS Academy.  

Shoreline at Clement Monterey Hotel

Register now for the 2017 Member Summit: April 3-5 in Monterey, CA

The 2017 Member Summit will be held April 3-5 at the Intercontinental The Clement Monterey in Monterey, CA.  Click here for registrations and logistics.

Benefits of Membership


KCS Principles and Core Concepts. The foundation of the methodology.

KCS v6 Practices Guide
A comprehensive how-to guide.

KCS v6 Adoption Guide
A step-by-step approach for planning a KCS adoption.

Please visit The KCS Academy for more KCS resources including case studies.

Join the mailing list.

The work of the Consortium is protected by Creative Commons licenses.