News & Updates

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).

TOPdesk Support Manager Florian Hasse shares how starting with coaching (and leaning into the principle of trust) has led to KCS success and company-wide interest and adoption.

Hear how building a cross-functional team of advocates strengthens adoption and support for KCS initiatives, while Team Mentors play a key role in collaboration, feedback, and sustained behavior change.

This quarter, we hosted 14 events or working sessions covering the intersection of Knowledge and AI in various ways: collaboration, Knowledge Domain Analysis, nurturing adaptive workforces, employee experience, and more.…

KCS Practices create the continuously improved, validated knowledge that AI systems need to generate reliable outputs.

A recap of the April 2025 Innovation Lab, where we continued to explore AI in customer and employee experiences.

A recap of the 2025 Service Innovation Summit (March 25-27 in Atlanta) and the great work Consortium Members presented there.

Review what’s been happening across the Consortium community, including a Membership spotlight and events to look forward to!

We are pleased to announce that Christina Roosen will be joining the staff of the Consortium for Service Innovation on March 17, 2025 as the Director of Enablement.