A new case study is up on the Intelligent Swarming page: Intelligent Swarming at Tricentis Tricentis provides streamlined support on complex products while increasing collaboration and customer and employee satisfaction by removing tiers of support.
Please join us in welcoming Matt Seaman as the new Executive Director of the Consortium for Service Innovation! He will be joining the staff on January 1, 2019. In anticipation of his retirement, current Executive Director Greg Oxton will continue his work with the Consortium in the role of Strategic Advisor over the next year. … Continue reading Welcome to our new Executive Director!
Executive Summit 2018 22-24 October 2018Thompson Seattle, Seattle, WA Notes and presentations are available to Consortium Members on the wiki. Discussion Topics The Leadership Framework and the Adaptive Organization - Greg Oxton, ConsortiumInterview with Amanda Parsons, General Manager of the Thompson Hotel - Kelly Murray, ConsortiumAsking the Right Questions: Get People Aligned to the Same … Continue reading Executive Summit 2018 Summary
KCS: Agile Knowledge Management Team Meeting3-5 October 2018Hosted by MindTouch in San Diego, CA Notes and presentations are available to Consortium Members on the wiki. Discussion Topics Setting the Context: Agile Support - David Kay, DB Kay & AssociatesVisualizing KCS Adoption and Quality for Managers and Executives - Jacob Watts, Red HatContent: A Metrics Framework. … Continue reading Team Meeting Summary – KCS: Agile Knowledge Management
KCS Across the Organization Team Meeting19-20 September 2018Hosted by Dell EMC in County Cork, Ireland Notes and presentations are available to Consortium Members on the wiki. Discussion Topics Overview: KCS Across the Organization - Melissa George, ConsortiumExpanding KCS success from the traditional support environment into the Professional Services organization - Jim Mullins, Dell EMCConsiderations for … Continue reading Team Meeting Summary: KCS Across the Organization
Leveraging ML and AI for Customer Success Team Meeting8-10 August 2018Hosted by PTC in Needham, MA Notes and presentations are available to Consortium Members on the wiki. Discussion Topics The Landscape and Opportunity for Automation in Support - Greg Oxton, ConsortiumLeveraging Text Analytics, Machine Learning and Artificial Intelligence in Support - Dan Nowitz, PTCTableau's Journey … Continue reading Team Meeting Summary: Leveraging ML and AI for Customer Success
26th Annual Member Summit19-21 March 2018Westin Verasa Napa in Napa, CA Huge thanks to Ari Hoffman for his time, expertise, and care in making this video! Highlights and Summaries from Attendees: Monique CadenaStephane PinaultAri HoffmanBonnie Chase Discussion Topics Welcome & Overview of the Consortium’s Work - Greg Oxton, Consortium and Jennifer Crippen, DB Kay & … Continue reading Summary: 2018 Member Summit
For KCS v6 documentation and resources, click here.For KCS v6 certification programs for people, click here.For KCS v6 Verification program for tools, click here. How was KCS® developed?How many organizations are doing KCS?Who owns the KCS methodology?How do I get started on implementation?Why does the Consortium make the KCS documentation available for free?The KCS v6 … Continue reading Frequently Asked Questions about KCS v6
We are pleased to announce the launch of KCS v6! KCS v6 is the culmination of 24 years of collective thinking, investment, experimentation, and insight by the members of the Consortium for Service Innovation. Current documentation includes: KCS Principles and Core ConceptsKCS Practices Guide v6FAQ about KCS For the most current information about updates to … Continue reading Introducing KCS v6
What is standard industry practice? What are the pros and cons? Consortium members are all over the map on whether or not to put their knowledge base content out into the world for Google to index. Unfortunately, there is no easy answer or best practice! It really depends on your business model, your customer engagement … Continue reading Should we lock down our knowledge base?