KCS Academy Roundtables
Join us for a discussion-based format on a variety of KCS topics.
Consortium Events
139 events found.
Events
Leadership & Hiring in Adaptive Organizations: Team Meeting
Adaptive leadership builds adaptive organizations. This event is open to Consortium Members only.
Vendor Series: Pitfalls & Best Practices for KCS Implementation
Let’s talk (KCS) shop: common pitfalls and best practices for KCS implementation with Michelle Stumpf at Upland RightAnswers.
KCS in Action: Guiding Principles for a Successful KCS Adoption
The Akamai team offers perspectives from three angles: Sponsor, Practitioner & Knowledge Worker.
Knowledge, Communities, and Social Networks: Team Meeting
Conversations about the intersection between support and social. This event is open to Consortium Members only.
Virtual Member Summit 2021
Join us virtually to explore ways to nurture an environment where adaptive people thrive. This event is open to Consortium Members only.
Member Summit Recap
Join Executive Director Matt Seaman for a recap of the 2021 Member Summit.
KCS in Action: Parsons’ Journey Deploying KCS to the Enterprise
Learn how Parsons deployed KCS into many areas in their company, including IT, HR, Facilities, Security and other internal groups.
Expert Insight: Challenges of Implementing KCS and How to Address Them
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.
KCS in Action: Maximize Success by Implementing Coaching
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.
KCS in Action: ADP’s KCS Journey using Agile Methodology
8 am Pacific, 5 pm Central European Time. Learn how ADP integrated Agile Methodology while implementing KCS.
Consortium Member Mixer
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.
Consortium Member Update
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.
KCS in Action: PTC’s Approach to Knowledge Domain Analysis
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.
Consortium Member Open Space
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.
KCS in Action: Turning Data into Continuous Improvement
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.
Sustaining Content Health & Customer Success with Content Strategy
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 101: Better Customer Support Through Smarter Internal Collaboration
Intelligent Swarming is a smarter way to organize people and work, unlocking the full potential of an organization.
Free
Team Meeting: Knowledge as the Product
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?
KCS Aligned Vendor Series – KM Outcomes: Findability vs. Discoverability
Learn how findability and discoverability can be optimized with an effective knowledge management strategy.
Free
Best Practices for KCS Success with Tyler Technologies
This event is open to the public. Hear how Tyler Technologies delivers relevant knowledge across the organization with KCS best practices.
Free
Reconsidering the Content Continuum
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?
Free
VOC-Driven Service & Product Experiences: A Geotab Case Study
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.
Free
Introduction to Knowledge Graphs
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.
Free
Team Meeting: KnowledgeOps
This event is open to Consortium Members only. July 12 & 13, 9am–12p Pacific.
Can aspects of a DevOps model benefit our Knowledge programs?
Free
KCS in Action: Optimizing Sales Support through KCS
This event is open to the public. Learn how Oracle implemented KCS to optimize their Sales Demo area.
Free
Virtual Member Summit 2022
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.
Free
Member Summit Recap
This event is open to the public. Join us for a summary of the 2022 Member Summit.
Free
Consortium Conversation: Localization and Machine Translation
This event is open to Consortium Members only. Join us for a conversation about multi-language considerations.
Free
KCS in Action: Knowledge Domain Analysis Panel
This call is open to the public. Learn from an expert panel of KDE's discussing in depth topics on their KDA programs.
Free
Consortium Conversation: A Field Guide for KCS Program Management
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.
Free
Consortium Conversation: Content Standard for Video
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.
Free
Updates to the KCS v6 Adoption Guide
This event is open to the public. The KCS v6 Adoption Guide has become the KCS v6 Adoption & Transformation Guide. Come learn why!
Free
KCS in Small Teams
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.
Free
KCS in Action: Alation’s KCS Journey
This call is open to the public. Join us for a review of a newly launched KCS Adoption.
Free
Consortium Conversation: Artificial Intelligence & Machine Learning Overview
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.
Free
Scoping the Topic: Coaching for Transformation
Open to Consortium Members only. Help build the agenda for the Connecting the Dots on Coaching Team Meeting scheduled for February 2023.
Free
Consortium Conversation: KCS with No Staff, No Funding, No Time, and Bad Tools
17:00 - 18:00 Central European Time
Open to Consortium Members only. Join us to explore considerations when resources are limited.
Free
KCS in Action: Selling the Benefits of a KCS Coaching Program
This event is open to the public. Learn from a seasoned KCS Coach on how to sell the benefits of a KCS Coaching Program.
Free
Team Meeting: Connecting the Dots on Coaching
Open to Consortium Members only. Help make the connection between coaching and organizational transformation.
Free
Member Summit 2023
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!
$2,295.00 – $2,995.00
KCS in Action Roundtables
The event is open to the public. Join us for small group discussions facilitated by experienced practitioners.
Free
Member Summit Recap
This event is open to the public. Join us for a summary of the 2023 Member Summit.
Free
Consortium Conversation: Empathy Mapping with Help from ChatGPT
Open to Consortium Members only. Hear what (and how) we've identified shared gains, pains, and tasks across roles in the support organization.
Free
Team Meeting: AI and Automation for Customer Engagement
Open to Consortium Members only. How can we provide information that customers would value, but don’t know to ask for?
Free
Consortium Conversation: Distilling the Adoption & Transformation Guide
Open to Consortium Members only. An exploration of the "why" behind each of the pieces of the KCS v6 Adoption & Transformation Guide.
Free
KCS in Action: Change Management and KCS in a Digital First World
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.
Free
Consortium Conversation: Beyond Leadership
Open to Consortium Members only. From Manager to Leader to ???: Transformation at F5.
Free
Team Meeting: Next-Gen Knowledge Sharing
Open to Consortium Members only. Join us for an exploration of the future of knowledge delivery.
Free
KCS in Action: SAP’s Innovative Approach for Knowledge Article Scoring
Open to the public. Hear from SAP expert on their Innovative Approach to Knowledge Article Scoring
Free
Delivering Knowledge in the Post-Search World of AI
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
Free
KCS in Video – showing off a new resource!
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.
Free
Updating the KCS Licensing Model
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.
Free
Measuring Self-Service Success
Open to the public. Join us for an expert presentation on good, better, and best practices for measuring self-service success.
Free
Updating the KCS Licensing Model (Part 2)
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.
Free
Consortium Conversation: Connected Data & Trusted Knowledge
Open to Consortium Members only. A discussion about the fundamentals required to fulfill the promises of successful self-service and AI implementations.
Free
KCS Roundtables
Open to the public. Join us for small group discussions facilitated by experienced practitioners.
Free
In Person: Knowledge-Sharing for Success
Open to Consortium Members only. Join us in Hannover to discuss challenges and opportunities of knowledge sharing in European organizations.
Free
KCS in Action: GenAI for KCS
Open to the public. David Kay from DB Kay and Associates demonstrates over a dozen ways that GenAI can make KCS quicker and easier.
Free
KCS Beyond Support & Services
Open to Consortium Members only. Hear how Members at Oracle are implementing KCS in a pre-sales environment.
Free
2023 Year in Review
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.
Free
Team Meeting: The Intersection of ML-LLM-AI and KCS
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.
Free
Shift from Knowledge Creation to Curation with Large Language Models (LLMs) and Actionable Insights
Open to the public. GenAI is unlocking new opportunities to ensure quality content in both the Solve and the Evolve Loop.
Free
Measuring Community Success
Join us for an expert presentation on good, better, and best approaches for measuring Community success.
Free
Leveraging AI for Content Creation and Storytelling
Open to the Public. A discussion and preview of AI-powered content creation and visualizations.
Free
Understanding Conversation Design
Open to the public. Learn essential skills and team strategies for bots and AI from experts at Zendesk.
Free
Team Meeting: Building a Culture of Coaching
Open to Consortium Members only. Let's define what a culture of coaching might look like, and explore implications for adaptive organizations.
Free
Designing KCS for Your Organization
Open to the public. Join your fellow KCS enthusiasts to set yourself up for success and make KCS work best for your organization!
Free
Member Summit 2024
Open to Members and non-Members. Explore the intersection of empathy and AI-assisted knowledge sharing.
$2,295.00 – $2,995.00
KCS for Engineers + Middle Management Buy-In
Open to Consortium Members only. Hear how Calix is approaching a KCS implementation with their engineering team.
Free
Consortium Office Hours: Membership Navigator
Open to Consortium Members only. Help us help you help more Members!
Free
A Scrappy-But-Measurable KCS Workflow in Slack
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.
Free
KCS Transformation Series: Adopt in Waves
Open to the Public. KCS Transformation Series - Join us to discuss making Waves!
Free
Faster, Easier, Better: Coaching Enablement via your Knowledge Base
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…
Free
Team Meeting: Thoughtful and Strategic Automation
Open to Consortium Members only. Let's explore a scalable and sustainable model to carry us forward through many types of technology changes!
Free
Consortium Office Hours: Mid-Year Review
Open to Consortium Members only. Bring your questions and hear what fellow Members have been up to.
Free
Intelligent Swarming: Adopting in Waves at Autodesk
Open to Consortium Members only. Hear how Autodesk has implemented Intelligent Swarming.
Free
Automation for KCS Program Managers
Open to Consortium Members only. Automation for the Program Management aspects of KCS.
Free
The AI Landscape: Where We Are Now
Open to the public. Taking a thoughtful approach to AI (in its many forms) for knowledge management and beyond.
Free
Measuring Self-Service and Other Digital Channels
Open to Consortium Members only. Catch up on the latest guidance from Consortium Members and help shape the next iteration of a popular resource!
Free
KCS Transformation Series: Build Proficiency
Open to the public. KCS Transformation Series: Let's talk measures and Evolve Loop activities.
Free
Q3 2024 – Quarterly Recap LIVE!
Open to Consortium Members only. An in-depth look at the latest resources for Consortium Members.
Free
KCS + Outsourcing
Open to Consortium Members only. Bring your questions about and experience with KCS in outsourced environments.
Free
Accidentally Imposing Your Org Chart Onto Your Customer Experience
Open to Consortium Members only. Let's discuss how we sometimes accidentally let internal operations negatively affect customer experience.
Free
KCS and Collaboration for Automation Health
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.
Free
Embracing & Improving Collaboration: Tending to Remote Teams
Open to Consortium Members only. Madison Hoffman at Zendesk offers a look at what remote teams need to be successful.
Free
AI in Action at F5 with Coveo
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.
Free
KCS Transformation Series: Optimize & Innovate
Open to the public. KCS Transformation Series: Let's talk continuous improvement.
Free
2024 Year in Review
Open to the public. Join Consortium staff for an overview of the recent work of the Members of the Consortium for Service Innovation.
Free
KCS in Action at Ping Identity
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.
Free
KCS in Action: Small Team Success at Farm Credit Mid-America
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.
Free
Empowering Teams: Training for Success
Open to the public. Hear how organizations are embedding training into their employee experiences—enhancing onboarding, upskilling, and overall team success.
Free
Annual Summit 2025
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.
$2,295.00 – $2,995.00
Annual Summit 2025 Recap
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.
Free
Reimagining Customer and Employee Experiences in the Age of AI
Open to Consortium Members only. A deep dive into what's possible for customer and employee experience with emerging technologies at our disposal.
Free
Nurturing Adaptive Workforces: Human-Centered Roles in an AI-Driven World
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?
Free
Evolve Loop in Motion: Applying AI to Knowledge Domain Analysis
Open to Consortium Members only. Follow-up from Summit 2025 Open Space: How can we use AI to supercharge Evolve Loop activities?
Free
KCS in Action Lab: The Intersection of KCS and AI
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.
$125.00
Knowledge Domains, Collaboration, and Advancing AI
Open to Consortium Members only. An in-person exploration of how emerging AI and automation capabilities enhance collaboration and organizational learning.
Free
Introducing PAR 2.0
Open to Consortium Members only. Hear how updates to PAR are making it more understandable and easier to use.
Free
KCS in Action: A Thoughtful Approach at Twilio
Open to the public. Hear how Twilio leverages champions and mentors - and celebrates progress - to keep KCS momentum.
Free
KCS in Action: A Support Manager’s View
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.
Free
KCS Automation in the Age of AI
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.
Free
Executive Symposium 2025
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.
Innovation: Bridging the Real and the Ideal
Open to Consortium Members only. A conversation about the nature of innovation and how to create the conditions for an innovative environment.
Free
Content Access Considerations for GenAI
Open to Consortium Members only. Discuss approaches to content discoverability and access when GenAI tools are harvesting it.
Free
KCS in Action: Program Design by the Numbers
Open to the public. In this session, we’ll explore KCS program design through the lens of all things countable!
Free
Innovation Lab: Healthy Knowledge Metrics in an Automated World
Open to Consortium Members only. Explore how knowledge work (and how we measure it) is changing in an increasingly automated world.
Free
Agentic AI Series: Agentic AI Meets Knowledge Management
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.
Free
The AI Blueprint: A Map for Success
Open to Consortium Members only. Matt Seaman walks through a structured approach for successful AI implementations.
Free
Leadership Committee 2025
Open to invited Sponsor- and Benefactor-level Consortium Members to set the direction and prioritize focus areas for 2026.
KCS Aligned Vendor Series: Foundations for Achieving AI-Driven Support & Knowledge Excellence
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.
Free
2025 Year in Review
Open to the public. Join Consortium staff as they provide an overview of the recent work of the Members of the Consortium.
Free
Agentic AI Series: Data Science Essentials for AI-Driven Knowledge
Get grounded in the data science fundamentals that make AI-powered knowledge work.
Free
Agentic AI Series: Enabling AI Agents with KCS and Intelligent Swarming
Open to Consortium Members only. Understand the process behind capturing and curating content that can be used with AI agents.
Free
Set Up For Success: Leverage Consortium Resources to Strengthen Customer Engagement
Open to the public. Kick off your 2026 with an action plan for engaging the Consortium and its resources.
Free
Member Meetup: Agentic Pilots & Gap Analysis at Ping Identity
Exclusive for Consortium Members: learn how Ping Identity is testing Glean to automate problem management and Knowledge Domain Analysis.
Free
The Evolution of the Evolve Loop
Open to Consortium Members only. An in-person meeting in London to discuss Evolve Loop practices.
Free
Organizational Change & Emerging Roles
Open to Consortium Members only. How do we redesign our organizations as expectations and opportunities shift? What roles and skills are required now?
Free
KCS in Action: Building KCS at Scale in a University IT Department
Open to the public. Hear how the University of Copenhagen is communicating the success of their KCS program.
Free
AI-Ready Knowledge Ecosystems
Open to Consortium Members only. Join fellow Members to discuss how AI systems reconcile conflicting versions of truth across repositories.
Free
Service Innovation Summit 2026
Open to the public. The premier conference for people shaping the future of customer engagement.
$2,295.00 – $2,995.00
Service Innovation Summit 2026 Recap
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.
Free
The Importance of a Coherent Organization – Summit Follow Up
Open to Consortium Members only. A deep dive into the importance of a coherent organization.
Free
The Next Era of KCS: Understanding Why So AI Can Help with How
Open to the public. First look at the next era for KCS: the most reliable foundation for both human-assisted and automated customer engagement.
Free
KCS in Action: AI-Supported Knowledge Management at G+D
Open to the public. Hear how Giesecke+Devrient solved 's holistic approach to AI and knowledge management.
Free
Coherent Organizations: AI Bot Demo
Open to Consortium Members only. Join Brad Smith of Vector Business Navigation for a continuation of the conversation started at Summit 2026.
Free
Knowledge with AI, Knowledge from AI, Knowledge for AI
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.
Free
Coherent Organizations: How to Shift the Field
Exclusive for Consortium Members. A brainstorming session hosted by Brad Smith of Vector Business Navigation.
Free
Member Meetup: The Self-Service Journey at Ping Identity
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.
Free
Summit Encore: Right Channel, Right Time at Smarsh
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.
Free
Executive Symposium 2026
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.
Support as the Company Value Engine: Measuring What Matters
Free for Members. It's time for leaders to reposition their department as a revenue and trust engine.
Free – $125.00
KCS in Action: Scaling KCS & AI Through Transformation
Hear from Global Payments x Worldpay about their ten years of KCS experience through acquisitions, integrations, and AI experimentations.
Free
Leadership Committee 2026
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.
Service Innovation Summit 2027
Where forward-thinking experts tackle today's challenges and leave with actionable insights to sustain and scale intelligent organizations.
Get Tickets
$2,295.00 – $2,995.00