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…

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…

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…

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…

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.…

Learn how to use Visual Thinking to create a Strategic Framework. A strategic framework is a powerful tool that enables you to link KCS benefits to your organization's goals. Sometimes creating them can feel overwhelming. Kai Altenfelder, KCS Certified Trainer at Pro Accessio, will demonstrate how a Strategic Framework Canvas and the use of the…

Coveo's Bonnie Chase discusses how to improve the capacity and efficiency of your knowledge-centered organization Today’s support leaders know that going digital isn’t enough - that strong content practices and robust measurement are the only way to deliver the service experiences your customers expect across every channel. Experiences need to be optimized to meet the…

A summary of the 2020 Member Summit. Join Executive Director Matt Seaman for a recap of the 2020 Member Summit and hear an update on the great work Consortium members presented there. As always, there will be time for questions and discussion.

Impacts and implications of this year's accelerated digital transformation. This event is open to Consortium Members only. Join us to discuss the impacts and implications of this year’s accelerated digital transformation. We’ll hear member experiences from athenahealth, Akamai, Poly, F5 Networks, Dell Technologies, PTC, and more around topics including: Leveraging KCS content for digital automation…

How Tyler Technologies helps managers grow their understanding of KCS. Libby Healy from Tyler Technologies walks us through her KCS training for managers and discusses the manager-training sweet spot: actionable information between detailed knowledge worker training and high-level leadership strategy. As always, there will be time for questions and discussion.KCS is a registered service mark…

Chat with fellow KCS practitioners on pressing topics. Topics will be moderated by the Consortium Staff and other KCS experts. Join the KCS community as we host a virtual version of the successful KCS Roundtables format from the KCS Academy World Tours!Choose three out of six topics to chat about in small groups - we'll…

Determining the value of knowledge requires patience and persistence. This event is open to Consortium Members only. Join us to explore the relationship between knowledge and value. We'll look at new versions of the Consortium's value models, discuss strategies to get the right content in the right format to the right person at the right…

Experiences and lessons learned with a KCS coaching program and licensing model. Lyndsay Kinyoun and the knowledge team at Chick-fil-A will talk through their experience and lessons learned around their KCS coaching program and licensing model. As always, there will be time for questions and discussion.KCS is a registered service mark of the Consortium for…

Knowledge Domain Analysis is how we identify and communicate the benefits of our KCS implementation. Join Monique Cadena from Akamai and Kelly Murray from the Consortium for Service Innovation for a conversation around building executive support for the Knowledge Domain Analysis function in our organizations. How have you been successful? What challenges do you face?…

Unlocking self-service engagement in a KCS environment. Adam Mullen from athenahealth reviews their approach to unlocking self-service engagement including:Analyzing user experience and behavior scienceReviewing performance metricsLeveraging change managementAs 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…

This call is open to Consortium members only. Join Melissa Burch and Madison Davis from Zendesk as they talk through their thoughts and approach on using chat in a KCS environment.  What has to be different about capturing, structuring, reusing, and improving knowledge used in chat sessions? As always, there will be time for questions…

Lynda King from ServiceNow will talk about her experience using KCS to improve time to resolution for technical support agents. 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 to abide by the Member…

 This event is open to Consortium Members only.  Due to COVID-19, this has shifted from a two-day in-person event to an online-only event.   One of the most important things we can do to sustain interest in KCS is to provide to knowledge workers visibility to the impact their KCS work is having. As we…

Marc Noble from Waters will udpate us on their KCS journey including challenges with Field Services and their current Knowledge Domain Expert hybrid.As always, there will be time for questions and discussion.KCS is a registered service mark of the Consortium for Service Innovation.

Join us for an online conversation around Predictive Customer Engagement.  We’ll look at the predictive model as it stands today and discuss the challenges of building mechanisms for reflection into support and service organizations. This will be an interactive discussion; attendees can share their experiences and discuss their challenges. Video participation is strongly encouraged! Register…

Join us in Santa Clara for a one day event focused on bringing the KCS® community together for Knowledge-Centered Service content, conversations, and connections.The KCS Academy, the network of resources and practitioners for KCS (the knowledge and content management best practice), is hosting a one-day conference.  Come participate in conversations about:KCS implementation challenges and best…

Join us in Santa Clara for a one day KCS® Coach Workshop and take your KCS implementation to the next level. KCS Coaches look after the most important part of a KCS implementation: the people doing the work.  The creator of the KCS coaching curriculum, Beth Haggett, MSW, LCSW, PhD, will help us: Understand what makes…

Daniel Miller from Geotab will discuss how to build a Knowledge Domain Expert process to identify and deal with zero result searches on your knowledge base.As always, there will be time for questions and discussion.KCS is a registered service mark of the Consortium for Service Innovation.

Please register here for dial-in attendance.   While it is preferable to have everyone attend in person, dial-in will be available during certain times for those who are not able to travel.  Please see the meeting agenda for dial-in times.  Keep in mind that the topics are often fluid and not necessarily covered at an exact time. Technology…

Register on this page to attend the meeting in person.  To attend online only, please click here. Save the date to join us in Tampa, FL for a team meeting on Intelligent Swarming.  Details to follow. Agenda Coming SoonWednesday 9:00 am to 5:00 pmThursday 9:00 am to 5:00 pmAirport: Tampa International Airport (TPA)~ 10 minutes from the…

Join Adam Maino for a conversation about how he launched Intelligent Swarming at FinancialForce, including:Embracing adaptability in making swarming workFocusing on culture change and communicationThe implications of letting the people who are doing the work drive the development of the processAs always, there will be time for questions and discussion.KCS is a registered service mark…