Conversations about the intersection between support and social. This event is open to Consortium Members only.
The Akamai team offers perspectives from three angles: Sponsor, Practitioner & Knowledge Worker.
Let’s talk (KCS) shop: common pitfalls and best practices for KCS implementation with Michelle Stumpf at Upland RightAnswers.
Adaptive leadership builds adaptive organizations. This event is open to Consortium Members only.
Join us for a discussion-based format on a variety of KCS topics.
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.
A conversation with Adam Hansen from F5 about shifting organizational focus to include the requestor perspective.
A European-timed team meeting on KCS program management: considerations, communication, and long-term sustained success. This event is open to Consortium Members only.
Jorge Carrasco describes Quest’s Social Knowledge Domain Expert role.
Tammy Willey, Knowledge Management Strategy Lead at Jacobs Engineering Group, shares their journey with KCS beyond service and support.
How can we best leverage, capture, and share organizational memory?
Unpacking two key aspects of the Intelligent Swarming framework.
Let's get together with fellow Consortium Members to talk about the latest in Intelligent Swarming. 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.
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.
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.
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,…
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…
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…
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…