Newest Resources

Michelle Stumpf, the Head of Knowledge Management at Celonis, and Brian Corcoran, the Regional Sales Manager and Global Support Evangelist at SearchUnify discuss how thoughtful strategy and thorough planning have helped Celonis succeed along their AI journey.

Beneath the headlines and hype, many teams are wrestling with a challenge: Why are so many AI initiatives stalling, and what does it actually take to succeed in production? Watch…

Consortium Membership can make your KCS journey faster, more efficient, and more impactful. Additionally, we’re proud to provide many opportunities for everyone in the broader community to enhance their KCS journey.

“As we look at using measures, we must keep in mind that absolute numbers are not critical: positive changes in the trends are what’s critical.” Measurement Matters Sustaining a healthy…

A great example of how focusing on customer service and experience is the differentiator for companies and their customers.

This quarter has been full of exploring what matters most to this community. Conversations centered around refining existing resources as well as digging into emerging interests. Big Themes in Q3…

Leadership in this era is about balancing the capabilities of humans and machines. Successful executives reframe support as strategic, invest in culture and systems for innovation, and scale AI with intentionality and strong foundations.

Find out how Consortium Members have updated PAR to be more understandable and easier to use.

Arvind Gopal, VP of Product Management and Product Strategy at eGain, demonstrates how to leverage AI capabilities to support and accelerate KCS workflows.

As AI rapidly transforms the landscape of service and support, it’s easy to blur the lines between methodology (KCS) and technology (AI and other tools).