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The good news: Most service organizations have expanded beyond their agent-assist channels to include self-service support for their customers! The bad news: While service organizations have robust measures for their…

We chatted about Intelligent Swarming at a recent session with the Customer Support & Success Executive Brain Trust Network. It was an enthusiastic group and a great setting to highlight…

We are proud to recognize our KCS v6 Aligned Tool providers with new digital badges! About the KCS v6 Aligned Tool Program For KCS to be successful in your organization, it must…

We are proud to recognize our KCS v6 Aligned Service providers with new digital badges!

Sariel Moshe, co-founder, and CTO at xFind, delivered a thought-provoking webinar on AI’s impact on the support experience. Sariel shared how knowledge will play a critical role in the AI-powered support experience.

While the energy around generative AI has exploded over the last few months, we’ve been busy – certainly participating in the buzzword chatter while also keeping other efforts in motion.…

Dr. Sean MacNiven, the Head of Research and the Strategic Program Architect for SAP Global Product Support, presented on SAP's innovative approach to AQI (now referred to in Consortium publications as the Content Standard Checklist).

Consortium Members gathered virtually in June 2023 to discuss the next generation of knowledge sharing. Together we explored the relationship between product and support knowledge and how in-product support is…

“KCS is not something we do in addition to solving problems. KCS is the way we solve problems.” Implementing KCS as the way we solve problems requires considerable change for…

Consortium for Service Innovation Members have been co-creating innovative models for 30+ years, resulting in global adoption of our methodologies. As a think tank of humans trying to improve engagement…