Open to the public. Join us for small group discussions facilitated by experienced practitioners.
Open to Consortium Members only. A discussion about the fundamentals required to fulfill the promises of successful self-service and AI implementations.
Open to Consortium Members only. Hear how Ping Identity uses a KCS licensing model with just two roles, and brainstorm improvements to the Practices Guide.
Open to the public. Join us for an expert presentation on good, better, and best practices for measuring self-service success.
Open to Consortium Members only. Hear how NetApp has adapted a KCS licensing model that accommodates internal and partner teams, and brainstorm improvements to the Practices Guide.
Open to Consortium Members only. Join us to learn what this working group accomplished and share your thoughts about incorporating videos into your KCS strategy.
Open to the Public. Come hear from a KCS Aligned Vendor, xFind.ai to explore the new capabilities and concepts of AI in Customer Support
Open to the public. Hear from SAP expert on their Innovative Approach to Knowledge Article Scoring
Open to Consortium Members only. Join us for an exploration of the future of knowledge delivery.
Open to Consortium Members only. From Manager to Leader to ???: Transformation at F5.
Open to the Public. Alina Weber, Change Success Lead at F5 Networks, has a wealth of experience in Change Management and will share best practices.
Open to Consortium Members only. An exploration of the "why" behind each of the pieces of the KCS v6 Adoption & Transformation Guide.
Open to Consortium Members only. How can we provide information that customers would value, but don’t know to ask for?
Open to Consortium Members only. Hear what (and how) we've identified shared gains, pains, and tasks across roles in the support organization.
This event is open to the public. Join us for a summary of the 2023 Member Summit.
The event is open to the public. Join us for small group discussions facilitated by experienced practitioners.
Join us in person to explore innovative topics around Customer Engagement and hear from Members about their operational experiences. Space is limited, so register soon!
Open to Consortium Members only. Help make the connection between coaching and organizational transformation.
This event is open to the public. Learn from a seasoned KCS Coach on how to sell the benefits of a KCS Coaching Program.
17:00 - 18:00 Central European Time
Open to Consortium Members only. Join us to explore considerations when resources are limited.
Open to Consortium Members only. Help build the agenda for the Connecting the Dots on Coaching Team Meeting scheduled for February 2023.
This event is open to Consortium Members only. Join Jeff Elser from Oracle for a practical explanation of AI and ML as applied to service.
This call is open to the public. Join us for a review of a newly launched KCS Adoption.
This event is open to Consortium Members only. 15:00-18:00 Central European Time. Join us to discuss what's different about doing KCS in small teams.
This event is open to the public. The KCS v6 Adoption Guide has become the KCS v6 Adoption & Transformation Guide. Come learn why!
This event is open to Consortium Members only. A follow up discussion to a Member Summit Open Space session, we'll explore developing a content standard for video.
This call is open to Consortium Members only. A Q&A session with the creators of A Field Guide for KCS Program Management, released at Member Summit 2022.
This call is open to the public. Learn from an expert panel of KDE's discussing in depth topics on their KDA programs.
This event is open to Consortium Members only. Join us for a conversation about multi-language considerations.
This event is open to the public. Join us for a summary of the 2022 Member Summit.
This event is open to Consortium Members only. Join us virtually from 8 am to 12 noon PDT daily to celebrate 30 years of innovating together, and chart the course for the next 30.
This event is open to the public. Learn how Oracle implemented KCS to optimize their Sales Demo area.
This event is open to Consortium Members only. July 12 & 13, 9am–12p Pacific.
Can aspects of a DevOps model benefit our Knowledge programs?
This event is open to Consortium Members only. An entry-level overview of Knowledge Graphs: what they are, how they work, and why it's likely we'll start hearing a lot more about them.
This event is open to the public. A great opportunity to hear a Case Study from Geotab who has successfully developed an optimal approach to scaling Evolve Loop success.
This event is open to Consortium Members only. Does the Content Continuum need updates? How could it better serve communication and alignment across our organizations?
This event is open to the public. Hear how Tyler Technologies delivers relevant knowledge across the organization with KCS best practices.
Learn how findability and discoverability can be optimized with an effective knowledge management strategy.
This event is open to Consortium Members only. Apr 26 & 27, 8:00 AM – 11:00 AM PDT. What happens when we treat knowledge as the product of Support?
Intelligent Swarming is a smarter way to organize people and work, unlocking the full potential of an organization.
This call is open to the public. Hear how NetApp implemented a content strategy to ensure continued customer success with their knowledge base content.
This call is open to the public. 8 am Pacific, 5 pm Central European Time. Akamai uses information about the use of the knowledge base to improve it.
This event is open to Consortium Members only. 8 am Pacific, 5 pm Central European Time. Leveraging the experience and interests of attendees to solve problems together.
This call is open to the public. 8 am Pacific, 5 pm Central European Time. Learn about PTC's unique approach to their Knowledge Domain Analysis program.
8 am Pacific, 5 pm Central European Time. Members and non-members alike are invited to join Consortium Staff for an overview of the recent work of the Consortium for Service Innovation.
This event is open to Consortium Members only. 8 am Pacific, 5 pm Central European Time. Loosely structured time to chat with fellow Members about Consortium-related things.
8 am Pacific, 5 pm Central European Time. Learn how ADP integrated Agile Methodology while implementing KCS.
Now Nov 16 - 8 am Pacific, 5 pm Central European Time. A panel discussion on the benefits and opportunities offered by a KCS coaching program.
8 am Pacific, 5 pm Central European Time. Michelle Stumpf, KCS Practice Director/Certified Trainer, will lead a panel of seasoned KCS practitioners in this important discussion.
Learn how Parsons deployed KCS into many areas in their company, including IT, HR, Facilities, Security and other internal groups.
Join Executive Director Matt Seaman for a recap of the 2021 Member Summit.
Join us virtually to explore ways to nurture an environment where adaptive people thrive. This event is open to Consortium Members only.
Conversations about the intersection between support and social. This event is open to Consortium Members only.
The Akamai team offers perspectives from three angles: Sponsor, Practitioner & Knowledge Worker.
Let’s talk (KCS) shop: common pitfalls and best practices for KCS implementation with Michelle Stumpf at Upland RightAnswers.
Adaptive leadership builds adaptive organizations. This event is open to Consortium Members only.
Join us for a discussion-based format on a variety of KCS topics.
Robert Mencini, Knowledge Manager at Veritas Technologies, presents how their Knowledge Management Team developed measurable KB activity-based reporting designed to drive the right KCS behaviors.
A conversation with Adam Hansen from F5 about shifting organizational focus to include the requestor perspective.
A European-timed team meeting on KCS program management: considerations, communication, and long-term sustained success. This event is open to Consortium Members only.
Jorge Carrasco describes Quest’s Social Knowledge Domain Expert role.
Tammy Willey, Knowledge Management Strategy Lead at Jacobs Engineering Group, shares their journey with KCS beyond service and support.
How can we best leverage, capture, and share organizational memory?
Unpacking two key aspects of the Intelligent Swarming framework.
Let's get together with fellow Consortium Members to talk about the latest in Intelligent Swarming. This event is open to Consortium Members only.
Join us in a discussion-based format on a variety of KCS topics. This event is open to the public.
If KCS seeks to create content that’s findable and usable by the intended audience, and that’s it, then what else is possible? This event is open to Consortium Members only.
Hear how the NetApp Support Team “rebooted” their KCS Program by lowering effort, nudging for change, and building momentum. This event is open to the public.