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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…

A big thank you to Patty Leino from Tyler Technologies for the very informative presentation and also thanks to Coveo, our KCS v6 Aligned Tool Vendor for helping to organize…

Summary: As a first step of a larger digital refresh effort, we are consolidating thekcsacademy.net and serviceinnovation.org into the single domain serviceinnovation.org. The Consortium for Service Innovation is the home…

Findability and discoverability are unique challenges that can be addressed with an effective knowledge management strategy. In this webinar, Joe Jorczak, Head of Industry & GM, Customer Service & Support…

Intelligent Swarmingsm, developed by the Members of the Consortium for Service Innovation, unlocks the full potential of an organization. It challenges 30 years of accepted practice by removing tiers of…

Michelle Stumpf, KCS Practice Director and Certified Trainer, leads a panel of seasoned KCS practitioners: Jacob Watts from PAR Technologies, Liz Bunger from Paychex, and Cheryl Wickwire from Arrow Electronics.…

Padma Prasad, Senior Manager, Digital Support Operations– Evolve Loop Programs Team, shared how NetApp handles the KCS Evolve Loop.  She shared so many best practices in this webinar, as well as…

As we passed the 2 year anniversary of our sudden shift to virtual, our community continues to show up with passion, collaborate across companies, and have new accomplishments to celebrate!…

Over the last two years, we have experienced the world through different lenses as our professional and personal lives have been impacted.  The saying “the one thing that’s constant is…

Experts from Akamai (Laurence Leccia, Knowledge Domain Expert, and Christina Roosen, Community Program Manager) shared their Knowledge Domain Analysis (KDA) program in a KCS in Action webinar. They provided an…