What does it take for KCS to become a powerful organizational capability?
We brought together knowledge leaders from PAR Technology, Celonis, and Veeam to share their KCS journeys and how training is foundational to their KCS success. Kelly Murray, Chief Engagement Officer for the Consortium for Service Innovation, also joined the conversation to share the story behind how our training offerings were designed and how they evolve over time.
“The reason to do training, and the reason especially to leverage the Consortium designed training, is Members really wanted a consistent and universal way to understand who has a deep understanding of KCS”
-Kelly Murray, Consortium for Service Innovation
What emerged was a clear message: Training isn’t just about transferring information. It’s about creating a shared understanding, building confidence, and fundamentally changing how teams approach knowledge work.
Watch the recording or scroll to read how strategic training can be the catalyst for KCS transformation.
The Consortium for Service Innovation is the source for Knowledge-Centered Service (KCS®) resources and the only authorized certifying body for KCS and Intelligent Swarming.
Available Training
PAR Technology
- All new technicians take KCS training:
- All Coaches earn KCS v6 Fundamentals Certification
- They purchased unlimited use licenses to host in their own LMS
We had been struggling for probably four or five years trying to make knowledge management work for our new product. And it was really KCS that, once we implemented it, I was like, ‘Oh my God, of course, like this makes so much sense now that we’re doing it. Why weren’t we doing it this way the whole time?’
-Mitzi Newland, KCS Program Manager, PAR Technology
Celonis
- Certified KCS Trainer incorporates KCS Principles intro every internal training
- Strong Coach program to continually reinforce KCS habits learned in training
- KCS Coaches and Knowledge Domain Experts take KCS v6 Practices Workshop
- KCS Coaches also take KCS v6 Coach Workshop
I firmly believe that if you’re not going to coach people appropriately or train people appropriately rather for the role that they hold, how are they successful? How do you lead them towards success in that particular role? Coaching is, as I’ve said time and time again to my team, absolutely a critical enabler.
-Michelle Stumpf, Head of Knowledge Management, Celonis
Veeam Software
- Successful KCS rollout to 800+ Knowledge Workers in 1 year!
- Every engineer takes KCS Fundamentals
- KCS Leads and Coaches get earn KCS v6 Practices Certification
- Additional custom training built for Coaches specific to their program design and environment (PAR, AQI, etc.)
- Frequently host collaborative Q&A sessions after any self-paced training
We knew that for KCS to actually take hold, our KCS leads and first wave of coaches needed to have a deep understanding of it. So we also prioritized getting them KCS Practices Certified. The certification wasn’t just the formality for us — it was a way to ensure they had the knowledge and also the confidence to lead by example, to guide others, and to uphold the consistency across the team.
-Andreea Elena Dudas, Manager, Technical Support, Veeam Software
We recently launched a new Service Innovation Learning Center for self-paced online training and certifications for KCS and Intelligent Swarming! It is more intuitive with streamlined e-commerce checkout and improved user experience.
Certification Badges
Our share rate among certification earners is 75% vs. platform average of 47%!
Not sure where to start?
Learn More
- Certified people are issued Digital Badges
- Find KCS Certified people
- Team training & certification purchase options
- Consortium Members: purchase bulk certifications at a discount
The Consortium for Service Innovation is the only authorized certifying body for KCS®.