Open to Consortium Members only. Madison Hoffman at Zendesk offers a look at what remote teams need to be successful.
Open to the public. Hear how F5 used Coveo's AI-powered solutions to boost their self-service success in this KCS Vendor Series presentation.
Open to the public. KCS Transformation Series: Let's talk continuous improvement.
Open to the public. Join Consortium staff for an overview of the recent work of the Members of the Consortium for Service Innovation.
Open to the public. A look back on the one year anniversary of the KCS launch at Ping Identity, including successes, challenges, and what comes next.
Open to the public. Hear about FCMA's ongoing success with KCS, including the importance of change management, coaching, and focusing on demand-driven content.
Open to the public. Hear how organizations are embedding training into their employee experiences—enhancing onboarding, upskilling, and overall team success.
Join forward-thinking practitioners and leaders at the Annual Summit: a three-day, in person gathering where we'll explore the convergence of knowledge, people, and AI.
Open to the public. Join us for a recap of the 2025 Summit and hear an update on the great work Consortium Members presented there.
Open to Consortium Members only. A deep dive into what's possible for customer and employee experience with emerging technologies at our disposal.
Open to Consortium Members only. Follow-up from Summit 2025 Open Space: Can we identify indicators, metrics, and outcomes that matter most in this new era of work?
Open to Consortium Members only. Follow-up from Summit 2025 Open Space: How can we use AI to supercharge Evolve Loop activities?
Free for current Members and $125 General Admission for non members. Make the most of your KCS program while strategically incorporating AI for even greater benefits.
Open to Consortium Members only. An in-person exploration of how emerging AI and automation capabilities enhance collaboration and organizational learning.
Open to Consortium Members only. Hear how updates to PAR are making it more understandable and easier to use.
Open to the public. Hear how Twilio leverages champions and mentors - and celebrates progress - to keep KCS momentum.
Open to the public. Hear how starting with coaching (and leaning into the principle of trust) has led to KCS success and company-wide interest and adoption at TOPdesk.
Open to the public. Join us as Arvind Gopal, VP of Product Management and Product Strategy at eGain, demonstrates how to leverage AI capabilities to support and accelerate KCS workflows.
Open to invited Consortium Members only. Join us to explore how the value of service and support continues to shift away from break-fix and toward knowledge curation and collaboration.
Open to Consortium Members only. A conversation about the nature of innovation and how to create the conditions for an innovative environment.
Open to Consortium Members only. Discuss approaches to content discoverability and access when GenAI tools are harvesting it.
Open to the public. In this session, we’ll explore KCS program design through the lens of all things countable!
Open to Consortium Members only. Explore how knowledge work (and how we measure it) is changing in an increasingly automated world.
Explore the emerging landscape of agentic AI and the role knowledge management plays within it. This session will unpack the key types of agentic artifacts—what they are, how they function, and how effective knowledge practices form the foundation for trustworthy, context-aware AI systems.
Open to Consortium Members only. Matt Seaman walks through a structured approach for successful AI implementations.
Open to invited Sponsor- and Benefactor-level Consortium Members to set the direction and prioritize focus areas for 2026.
Open to the public. Join Michelle Stumpf, Head of Knowledge Management at Celonis and Brian Corcoran, Regional Sales Manager & Global Support SME at SearchUnify as they unpack the foundational elements needed to set your organization up for success before entering the Autonomous Era of Customer Support.
Open to the public. Join Consortium staff as they provide an overview of the recent work of the Members of the Consortium.
Get grounded in the data science fundamentals that make AI-powered knowledge work.
Open to Consortium Members only. Understand the process behind capturing and curating content that can be used with AI agents.
Open to the public. Kick off your 2026 with an action plan for engaging the Consortium and its resources.
Exclusive for Consortium Members: learn how Ping Identity is testing Glean to automate problem management and Knowledge Domain Analysis.
Open to Consortium Members only. An in-person meeting in London to discuss Evolve Loop practices.
Open to Consortium Members only. How do we redesign our organizations as expectations and opportunities shift? What roles and skills are required now?
Open to the public. Hear how the University of Copenhagen is communicating the success of their KCS program.
Open to Consortium Members only. Join fellow Members to discuss how AI systems reconcile conflicting versions of truth across repositories.
Open to the public. The premier conference for people shaping the future of customer engagement.
Open to the public. Join us for a recap of the 2026 Summit and hear an update on the great work Consortium Members presented there.
Open to Consortium Members only. A deep dive into the importance of a coherent organization.
Open to the public. First look at the next era for KCS: the most reliable foundation for both human-assisted and automated customer engagement.
Open to the public. Hear how Giesecke+Devrient solved 's holistic approach to AI and knowledge management.
Open to Consortium Members only. Join Brad Smith of Vector Business Navigation for a continuation of the conversation started at Summit 2026.
Open to Consortium Members only. Join us in Raleigh, NC to hear about the latest AI implementations by Members, and to help evolve AI guidance.
Exclusive for Consortium Members. A brainstorming session hosted by Brad Smith of Vector Business Navigation.
Exclusive for Consortium Members. Learn how a more holistic view of self-service can help demonstrate value, identify opportunities for improvement, and prepare for an AI-enabled future.
Exclusive for Consortium Members. Learn how Smarsh combined decision-driven design and AI-powered assistance to reduce friction, improve resolution times, and deliver a smarter, more intuitive experience.
Exclusive for invited Consortium Members only. Save the date to explore how the value of service and support continues to shift toward knowledge curation and collaboration.
Free for Members. It's time for leaders to reposition their department as a revenue and trust engine.
Hear from Global Payments x Worldpay about their ten years of KCS experience through acquisitions, integrations, and AI experimentations.