Notice 7 Oct. 2026: Event ticketing and RSVPing is temporarily unavailable. We apologize for the inconvenience. Please check back tomorrow.
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.
A European-timed team meeting on KCS program management: considerations, communication, and long-term sustained success. This event is open to Consortium Members only.
A conversation with Adam Hansen from F5 about shifting organizational focus to include the requestor perspective.
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.
Join us for a discussion-based format on a variety of KCS topics.
Adaptive leadership builds adaptive organizations. This event is open to Consortium Members only.
Let’s talk (KCS) shop: common pitfalls and best practices for KCS implementation with Michelle Stumpf at Upland RightAnswers.
The Akamai team offers perspectives from three angles: Sponsor, Practitioner & Knowledge Worker.
Conversations about the intersection between support and social. This event is open to Consortium Members only.
Join us virtually to explore ways to nurture an environment where adaptive people thrive. This event is open to Consortium Members only.
Join Executive Director Matt Seaman for a recap of the 2021 Member Summit.
Learn how Parsons deployed KCS into many areas in their company, including IT, HR, Facilities, Security and other internal groups.
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.
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. Learn how ADP integrated Agile Methodology while implementing KCS.
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. 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 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.
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. Akamai uses information about the use of the knowledge base to improve it.
This call is open to the public. Hear how NetApp implemented a content strategy to ensure continued customer success with their knowledge base content.
Intelligent Swarming is a smarter way to organize people and work, unlocking the full potential of an organization.
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?
Learn how findability and discoverability can be optimized with an effective knowledge management strategy.
This event is open to the public. Hear how Tyler Technologies delivers relevant knowledge across the organization with KCS best practices.
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. 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. 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 Consortium Members only. July 12 & 13, 9am–12p Pacific.
Can aspects of a DevOps model benefit our Knowledge programs?
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. 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. Join us for a summary of the 2022 Member Summit.
This event is open to Consortium Members only. Join us for a conversation about multi-language considerations.
This call is open to the public. Learn from an expert panel of KDE's discussing in depth topics on their KDA programs.
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 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 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. 15:00-18:00 Central European Time. Join us to discuss what's different about doing KCS in small teams.
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. Join Jeff Elser from Oracle for a practical explanation of AI and ML as applied to service.
Open to Consortium Members only. Help build the agenda for the Connecting the Dots on Coaching Team Meeting scheduled for February 2023.
17:00 - 18:00 Central European Time
Open to Consortium Members only. Join us to explore considerations when resources are limited.
This event is open to the public. Learn from a seasoned KCS Coach on how to sell the benefits of a KCS Coaching Program.
Open to Consortium Members only. Help make the connection between coaching and organizational transformation.
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!
The event is open to the public. Join us for small group discussions facilitated by experienced practitioners.
This event is open to the public. Join us for a summary of the 2023 Member Summit.
Open to Consortium Members only. Hear what (and how) we've identified shared gains, pains, and tasks across roles in the support organization.
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. An exploration of the "why" behind each of the pieces of the KCS v6 Adoption & Transformation Guide.
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. From Manager to Leader to ???: Transformation at F5.
Open to Consortium Members only. Join us for an exploration of the future of knowledge delivery.
Open to the public. Hear from SAP expert on their Innovative Approach to Knowledge Article Scoring
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 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 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 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 Ping Identity uses a KCS licensing model with just two roles, and brainstorm improvements to the Practices Guide.
Open to Consortium Members only. A discussion about the fundamentals required to fulfill the promises of successful self-service and AI implementations.
Open to the public. Join us for small group discussions facilitated by experienced practitioners.
Open to Consortium Members only. Join us in Hannover to discuss challenges and opportunities of knowledge sharing in European organizations.
Open to the public. David Kay from DB Kay and Associates demonstrates over a dozen ways that GenAI can make KCS quicker and easier.
Open to Consortium Members only. Hear how Members at Oracle are implementing KCS in a pre-sales environment.
Open to the public. Join Consortium staff as they provide an overview of the 2023 work of the Members of the Consortium for Service Innovation.
Open to Consortium Members only. Save the date for an exploration of the intersection of machine learning, large language models, artificial intelligence, and Knowledge-Centered Service.
Open to the public. GenAI is unlocking new opportunities to ensure quality content in both the Solve and the Evolve Loop.
Join us for an expert presentation on good, better, and best approaches for measuring Community success.
Open to the Public. A discussion and preview of AI-powered content creation and visualizations.
Open to the public. Learn essential skills and team strategies for bots and AI from experts at Zendesk.
Open to Consortium Members only. Let's define what a culture of coaching might look like, and explore implications for adaptive organizations.
Open to the public. Join your fellow KCS enthusiasts to set yourself up for success and make KCS work best for your organization!
Open to Members and non-Members. Explore the intersection of empathy and AI-assisted knowledge sharing.
Open to Consortium Members only. Hear how Calix is approaching a KCS implementation with their engineering team.
Open to Consortium Members only. Help us help you help more Members!
Open to the public. As a relentlessly resourceful support leader, Neal Travis was determined to enable his team to incorporate KCS practices with their existing tools.
Open to the Public. KCS Transformation Series - Join us to discuss making Waves!
Join us for a KCS Verified Vendor presentation from RightAnswers! Lana Kosnik and Alex Baker will highlight the importance of a solid coaching program for sustained success in a KCS…
Open to Consortium Members only. Let's explore a scalable and sustainable model to carry us forward through many types of technology changes!
Open to Consortium Members only. Bring your questions and hear what fellow Members have been up to.
Open to Consortium Members only. Hear how Autodesk has implemented Intelligent Swarming.
Open to Consortium Members only. Automation for the Program Management aspects of KCS.
Open to the public. Taking a thoughtful approach to AI (in its many forms) for knowledge management and beyond.
Open to Consortium Members only. Catch up on the latest guidance from Consortium Members and help shape the next iteration of a popular resource!
Open to the public. KCS Transformation Series: Let's talk measures and Evolve Loop activities.
Open to Consortium Members only. An in-depth look at the latest resources for Consortium Members.
Open to Consortium Members only. Bring your questions about and experience with KCS in outsourced environments.
Open to Consortium Members only. Let's discuss how we sometimes accidentally let internal operations negatively affect customer experience.
In person for Consortium Members only. Join us in Barcelona to hear how KCS and collaboration practices allow for healthy and successful automation and AI implementations.
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.
Exclusive for invited Benefactor- and Sponsor-level Members only. Save the date to join us in Savannah, GA to review 2026 and plan for 2027.
Where forward-thinking experts tackle today's challenges and leave with actionable insights to sustain and scale intelligent organizations.