Duration: 45 minutes, self-paced
Cost: $95
This course sets the stage for service excellence and the knowledge journey. What do we mean by digital transformation, why is it important, and what role does knowledge management play in a digital transformation?
Formerly called “Digital Transformation Fundamentals, this course provides an in-depth exploration of the impact of Digital Transformation on service delivery and knowledge management. Participants will learn key characteristics of digital transformation, examine customer expectations, and understand how service organizations and agents can leverage digital tools and practices to enhance customer value and operational efficiency.
Topics
- Key characteristics and real world examples of Digital Transformation
- Customer expectations and the customer value erosion model
- Opportunities for service and support organizations and individuals to take advantage of Digital Transformation
- Knowledge Management best practices that support Digital Transformation
Intended Audience
- Service and Support Agents
- Service and Support Management
- Knowledge Managers
- KCS Coaches
- Knowledge Domain Experts
Purchase Options
Self-Enrollment
Access Key
Access keys can be distributed to individuals for self-enrollment.
Pay by Purchase Order instead.
Course expires 12 weeks after start.
Defining Digital Transformation set a strong, shared foundation for how our individual contributor tasks connect to the bigger picture and why we need to keep the whole customer journey in mind.
-Customer Experience Manager
Self-Paced Training & Exams
- KCS v6 Fundamentals & Exam
- Digital Transformation Fundamentals
- Managing in a Digital Economy
- Intelligent Swarming Fundamentals & Exam
Instructor-Led Training & Exams
- KCS v6 Practices Workshop & Exam
- KCS v6 Coach Workshop
- Knowledge Domain Analysis Workshop
- KCS v6 Leadership Workshop
- KCS v6 Trainer Exam
The Only Certifying Body for KCS
The Consortium for Service Innovation, whose Members created and maintain the KCS methodology, is the only certifying body for KCS. We offer KCS certification for people and KCS designations for KCS Verified Tools, KCS Aligned Tools, and KCS Aligned Services.