December 14, 2022 Sara Feldman
We were grateful to finally gather again with Members in person towards the end of the year, marking a transition to a new blend of both in-person and virtual events…
November 28, 2022 Arnfinn Austefjord
Jessica Wu, Customer Success Manager at Alation, is KCS v6 Practices Certified and has been practicing KCS since 2014. While Jessica has experience running KCS programs at other companies, Alation…
October 31, 2022 Arnfinn Austefjord
We have said many times that we have not seen a successful KCS program without a KCS coaching program. Similarly, we have not seen an organization maximize the value of…
October 17, 2022 Kelly Murray
Recently a group of Consortium Members came together to discuss ways to make the language in the KCS v6 Adoption Guide more helpful. There were a number of concerns we…
October 7, 2022 Sara Feldman
Member Summit 2022 marked the third time we’ve hosted our biggest annual event in a virtual format. While we are beyond excited to return to an in-person gathering for Member…
October 4, 2022 Matt Seaman
At the Consortium’s 2022 Member Summit, we celebrated 30 years of innovating together. Greg Oxton shared a history of the Consortium, reflecting on how the bodies of work developed, matured,…
September 30, 2022 Sara Feldman
Yes, the new resources and announcements already shared this year have been exciting. And, YES, we managed to top it with incredible updates this quarter! Community News The biggest news,…
August 19, 2022 Arnfinn Austefjord
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…
July 18, 2022 Sara Feldman
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…
June 15, 2022 Arnfinn Austefjord
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…