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…
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…
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…
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…
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…
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…
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…
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…
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…
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…
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…
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…
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…
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…
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…
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…
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…
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…
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.
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.
Join us in a discussion-based format on a variety of KCS topics. This event is open to the public.
Let's get together with fellow Consortium Members to talk about the latest in Intelligent Swarming. This event is open to Consortium Members only.
Unpacking two key aspects of the Intelligent Swarming framework.
How can we best leverage, capture, and share organizational memory?
Tammy Willey, Knowledge Management Strategy Lead at Jacobs Engineering Group, shares their journey with KCS beyond service and support.
Jorge Carrasco describes Quest’s Social Knowledge Domain Expert role.