Leveraging ML and AI for Customer Success Team Meeting8-10 August 2018Hosted by PTC in Needham, MA Notes and presentations are available to Consortium Members on the wiki. Discussion Topics The Landscape and Opportunity for Automation in Support - Greg Oxton, ConsortiumLeveraging Text Analytics, Machine Learning and Artificial Intelligence in Support - Dan Nowitz, PTCTableau's Journey … Continue reading Team Meeting Summary: Leveraging ML and AI for Customer Success
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Intelligent Swarming Team Meeting13-15 June 2018Hosted by Akamai in Denver, CO Notes and presentations are available to Consortium Members on the wiki. Discussion Topics Intelligent Swarming Overview - Greg Oxton, ConsortiumIntelligent Swarming: Critical Enablers - Greg Oxton, ConsortiumDesigning a Reputation Model for People - Greg Oxton, ConsortiumMember Experience: Designing a Reputation Model - Dr. Karen … Continue reading Team Meeting Summary: Intelligent Swarming
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 Meeting25-27 April 2018Hosted 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, ConsortiumMaking Customer Success Managers Successful - Ed Smith, athenahealthMember Experience with Predictive Customer Engagement - Glen Worthington, PTCPredictive … Continue reading Team Meeting Summary: Predictive Customer Engagement
26th Annual Member Summit19-21 March 2018Westin 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 CadenaStephane PinaultAri HoffmanBonnie Chase Discussion Topics Welcome & Overview of the Consortium’s Work - Greg Oxton, Consortium and Jennifer Crippen, DB Kay & … Continue reading Summary: 2018 Member Summit
KCS Across the Organization Team Meeting7-9 February 2018Hosted by University of Phoenix in Tempe, AZ Discussion Topics Enterprise Content Management vs Knowledge Management - David Kay, DB Kay & AssociatesKCS in Professional Services - Jim Mullins, DellEMC and Stephenie Gloden, AgileFieldKCS v6 Adoption Guide - Greg Oxton, Consortium and Jennifer Crippen, DB Kay & AssociatesKCS … Continue reading Team Meeting Summary: KCS Across the Organization
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 … Continue reading New Case Study: Quest Publishes in the Workflow
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 … Continue reading Frequently Asked Questions about KCS v6
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.