Elevate Your KCS Processes with Technology Fueled by RightAnswers

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Michelle Stumpf discusses how to elevate the KCS processes in your knowledge-centered organization using RightAnswers KCS implementation involves the evolution of our people, process and technology. RightAnswers is committed to KCS ensuring their product supports the latest KCS best practices out-of-the-box while driving innovation and automation which is focused on the KCS methodology and processes. … Continue reading Elevate Your KCS Processes with Technology Fueled by RightAnswers

Knowledge as a Service: Team Meeting

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As more companies use KCS across the organization, it's time to explore Knowledge as a Service. This event is open to Consortium Members only. Join us for a conversation around Knowledge as a Service. What does that mean and how is it different from what we're doing now? We'll explore the evolving value models, hear … Continue reading Knowledge as a Service: Team Meeting

KCS in Action at OSIsoft

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KCS Guild: "Use your best coaches to drive change!" Alex VanFosson describes lessons learned on OSIsoft's KCS journey, and their experiment with a KCS Guild. As always, there will be time for questions and discussion. KCS is a registered service mark of the Consortium for Service Innovation. By registering for this event, I am agreeing … Continue reading KCS in Action at OSIsoft

Electrolux Case Study: KM Strategy to Improve Customer Experience

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Lena Stormvinge, Head of Digital Services at Electrolux presents their KM Strategy, success factors, learnings, accomplishments, and beyond. In 2018, Electrolux decided to focus on Knowledge Management as a key building block for the future. By adding Knowledge Management as a separate function with the authority to impact tools, processes and resources needed, great results … Continue reading Electrolux Case Study: KM Strategy to Improve Customer Experience

KCS in Action: KB Driven Problem Management

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Akamai's "KB Driven Problem Management" approach addresses root cause pitfalls. Learn how Akamai's KDE (Knowledge Domain Expert) Program developed a "KB Driven Problem Management" approach that solved the pitfalls of root cause codes and case classification. Sathish Narayanan and Paul Lane of Akamai will share how they've turned data into action, lessons learned and their … Continue reading KCS in Action: KB Driven Problem Management

Consortium Member Update

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A year-end summary on the work of the Consortium for Service Innovation. Members and non-members alike are invited to join Matt Seaman, Kelly Murray, and Arnfinn Austefjord as they provide an overview of the recent work of the Consortium for Service Innovation, including: Measuring Self-Service Success The KCS v6 Knowledge Domain Analysis Reference Guide Summaries … Continue reading Consortium Member Update