News

A KCS in Action Call Ryan Mathews, Director of Digital Support at NetApp, recently presented on how the NetApp Support Team rebooted their KCS program by lowering effort, nudging for…

An edited and condensed excerpt from a February 8, 2021 Consortium Member phone call. What does a coaching program look like in a mature KCS environment? Monique Cadena, Principal Program…

Right after Matt posted on Complex Adaptive Systems and the Illusion of Control, I read Maria Konnikova’s book The Biggest Bluff. In it, the author uses her training as a…

Over the last 12 months, we have seen major disruptions to the way organizations function.  Years of refined processes, measures, engagement models, employee training, and a host of other activities…

We are excited to announce the availability of a new KCS case study! ServiceNow: Implementing KCS Delivered 52% Faster Time to Relief details ServiceNow’s Customer Support journey with KCS. In…

A guest post by Andy Koopmans, Senior Technical Writer at F5 When we started KCS at F5, I was skeptical and concerned. As a technical writer on the AskF5 team…

Measuring the shift left of a digital transformation journey has always been a challenge for service organizations. Part of the issue has been their reluctance to change the currency of…

We were so pleased to welcome folks to the Consortium for Service Innovation’s first ever virtual Member Summit last month. While we wish we could have met in person, we…

We had our first KCS Academy Virtual Roundtable event earlier this month.   It featured six discussion topics, each facilitated by a Consortium for Service Innovation staff member or another KCS…

I was recently interviewed, along with Ryan Mathews, Digital Support Director at NetApp, by Al Hahn from the Association for Support Professionals. We discussed the differences between a good support…