News

The (ongoing and required) KCS Practice of Capture doesn't always result in creating new articles. Providing some clarity around the difference.

I recently had the opportunity to guide some folks through building an example Strategic Framework at the Support Driven Expo and what I shared could be useful to the community…

We hosted our annual Executive Summit this quarter, and were pleased that 32 executives representing 29 companies explored how humans will be the key differentiator as we move forward in…

We are proud to recognize our KCS v6 Verified Tool providers with new digital badges! Incident Management Agnostic Knowledge Management Combined Incident Management + Knowledge Management About the KCS v6 Verified Tool…

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.…