KCS in Action at OSIsoft

Zoom

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

Zoom

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

Zoom

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

Zoom

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

Consortium Conversation: Social Networks, Communities, and Support

Zoom

Revisiting the things we've learned and charting the course for future conversations. This event is open to Consortium Members only. Join Kelly Murray from the Consortium for Service Innovation for a conversation around social media and communities as support channels. Previous Consortium work has led us to three tenets to govern these interactions: Monitor, Listen, … Continue reading Consortium Conversation: Social Networks, Communities, and Support

Knowledge-Centered Success: Team Meeting

Zoom

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.

KCS Academy Roundtables

Zoom

Join us in a discussion-based format on a variety of KCS topics. This event is open to the public.

Long-Term KCS Success: Team Meeting

Zoom

A European-timed team meeting on KCS program management: considerations, communication, and long-term sustained success. This event is open to Consortium Members only.