News

From day one as a Member at my first Consortium for Service Innovation event, interacting with this community became my instant and consistent favorite professional endeavor. Now that I have…

Realizing all the benefits of KCS requires being intentional about adoption and ongoing focus.  On a recent KCS in Action webinar, Monique Cadena, Amit Singh, and KK Rao from Akamai…

Over the last few weeks I have had the good fortune of participating in Consortium member conversations highlighting the power of well-run Program Management Offices.  It occurs to me that…

We are pleased to announce that Sara Feldman will be joining the staff of the Consortium for Service Innovation on July 12, 2021 as the Director of Member Engagement.  In…

An effective Knowledge Domain Analysis (KDA) program is key to maximizing the success of your KCS implementation.  On a recent KCS in Action call, Jorge Carrasco, Social and Community Manager…

In a previous post, we talked about organizations as Complex Adaptive Systems and how the inherent flexibility of people allows teams to manage through immediate disruption.  This model does not…

Moving known issues out of the Agent-Assist channel and into the Self-Service channel is a key benefit of deploying KCS, yet many companies struggle to do this effectively. A common…

The Consortium for Service Innovation’s annual Executive Summit is an invitational, discussion-based event for leaders of support and service organizations. This year it took place on 16-17 March. We had…

We’ve been talking a lot lately about Knowledge Domain Analysis and how the knowledge worker behavior of “reuse” – of linking or attaching a knowledge article to an incident –…

A KCS v6 update! The methodology continues to be refined through use by the members of the Consortium for Service Innovation. As we think about how we assess value creation…