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KCS Academy Roundtables
Join us for a discussion-based format on a variety of KCS topics.
Consortium Events
20 events found.
Events
KCS in Action: Knowledge Base Reporting that Drives KCS Behavior at Veritas
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.
Consortium Conversation: Encouraging Curiosity
A conversation with Adam Hansen from F5 about shifting organizational focus to include the requestor perspective.
Long-Term KCS Success: Team Meeting
A European-timed team meeting on KCS program management: considerations, communication, and long-term sustained success. This event is open to Consortium Members only.
KCS in Action: Social KDEs at Quest
Jorge Carrasco describes Quest’s Social Knowledge Domain Expert role.
Jacobs Engineering Group Uses Coveo for KCS Beyond Service and Support
Tammy Willey, Knowledge Management Strategy Lead at Jacobs Engineering Group, shares their journey with KCS beyond service and support.
Consortium Conversation: Knowledge Content and Customer Success
How can we best leverage, capture, and share organizational memory?
Consortium Conversation: Intelligent Swarming Measures & Reputation Models
Unpacking two key aspects of the Intelligent Swarming framework.
Consortium Conversation: Current Thinking on Intelligent Swarming
Let's get together with fellow Consortium Members to talk about the latest in Intelligent Swarming. This event is open to Consortium Members only.
KCS Academy Roundtables
Join us in a discussion-based format on a variety of KCS topics. This event is open to the public.
Knowledge-Centered Success: Team Meeting
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.
KCS in Action: Leveling Up a KCS Program to v6 Standards
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.
Consortium Conversation: Social Networks, Communities, and Support
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,…
Consortium Member Update
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…
KCS in Action: KB Driven Problem Management
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…
Electrolux Case Study: KM Strategy to Improve Customer Experience
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…
KCS in Action at OSIsoft
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 time for questions and discussion. KCS is a registered service mark of the Consortium for Service Innovation. By registering for this event, I am agreeing…
Knowledge as a Service: Team Meeting
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 Knowledge as a Service. What does that mean and how is it different from what we're doing now? We'll explore the evolving value models, hear…
Elevate Your KCS Processes with Technology Fueled by RightAnswers
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 KCS ensuring their product supports the latest KCS best practices out-of-the-box while driving innovation and automation which is focused on the KCS methodology and processes.…
KCS in Action: Building a Strategic Framework
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 creating them can feel overwhelming. Kai Altenfelder, KCS Certified Trainer at Pro Accessio, will demonstrate how a Strategic Framework Canvas and the use of the…