News

Dr. Sean MacNiven, the Head of Research and the Strategic Program Architect for SAP Global Product Support, presented on SAP's innovative approach to AQI (now referred to in Consortium publications as the Content Standard Checklist).

Consortium Members gathered virtually in June 2023 to discuss the next generation of knowledge sharing. Together we explored the relationship between product and support knowledge and how in-product support is…

“KCS is not something we do in addition to solving problems. KCS is the way we solve problems.” Implementing KCS as the way we solve problems requires considerable change for…

Consortium for Service Innovation Members have been co-creating innovative models for 30+ years, resulting in global adoption of our methodologies. As a think tank of humans trying to improve engagement…

Expanding coaching discussions beyond KCS to explore coaching for managers, senior leaders, and executives.

For Member Summit 2023, we were finally back in person again! We embraced non-digital opportunities to connect and build new shared stories. Although it’s a challenge to capture all the…

This community has been as vibrant as ever so far this year, working together on some compelling new resources and gathering together at the energizing 2023 Member Summit! In this…

An effective Knowledge Domain Analysis (KDA) program is key to maximizing the success of your KCS program.  Jorge Carrasco, formerly the Social and Community Manager and Head of the KCS…

While a KCS Coaching program is a critical part of a successful KCS implementation, getting support from leadership for an adequate KCS Coaching program is often a challenge. At a…

We were grateful to finally gather again with Members in person towards the end of the year, marking a transition to a new blend of both in-person and virtual events…