News

Shannon Tanner and Ross London from Global Payments x Worldpay describe lessons learned in sustaining a KCS program through ten years of change.

As AI absorbs more transactional work, Support can no longer prove its importance primarily through volume, speed, and cost efficiency. It has to show how it creates customer outcomes, organizational…

Amongst accelerating change, we’re still seeing an evergreen progression: get the foundation right → connect the work to value → evolve the organization around it.

Achim Schreiber and Anja Kunkel from Giesecke+Devrient explain their holistic approach to knowledge management, from search to ticket processing to knowledge acquisition and delivery.

Knowledge-Centered Success marks a strategic transition from a support-focused model to an enterprise-wide framework designed to better integrate with artificial intelligence and automation.

Service Innovation Summit 2026 was an opportunity to reflect current progress while strengthening our foundation for what's ahead.

KCS®, formerly known as Knowledge-Centered Service, has evolved into Knowledge-Centered Success.

Patrick Thams-Dimon, Knowledge and Lean Manager, describes the KCS journey at the University of Copenhagen including challenges and insights.

Following our 2025 reflections, in Q1 we’ve moved from prioritizing to actively iterating on our 2026 themes: In particular, we’ve been focused on evolving how we approach the topic of…

As agentic AI capabilities rapidly emerge, we are in a continuous cycle of discovery and experimentation, testing what’s possible, refining what works, and rethinking how intelligence is designed into the fabric of everyday work.