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…
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…
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…
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.…
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…
Coveo's Bonnie Chase discusses how to improve the capacity and efficiency of your knowledge-centered organization Today’s support leaders know that going digital isn’t enough - that strong content practices and robust measurement are the only way to deliver the service experiences your customers expect across every channel. Experiences need to be optimized to meet the…
A summary of the 2020 Member Summit. Join Executive Director Matt Seaman for a recap of the 2020 Member Summit and hear an update on the great work Consortium members presented there. As always, there will be time for questions and discussion.
Impacts and implications of this year's accelerated digital transformation. This event is open to Consortium Members only. Join us to discuss the impacts and implications of this year’s accelerated digital transformation. We’ll hear member experiences from athenahealth, Akamai, Poly, F5 Networks, Dell Technologies, PTC, and more around topics including: Leveraging KCS content for digital automation…
How Tyler Technologies helps managers grow their understanding of KCS. Libby Healy from Tyler Technologies walks us through her KCS training for managers and discusses the manager-training sweet spot: actionable information between detailed knowledge worker training and high-level leadership strategy. As always, there will be time for questions and discussion.KCS is a registered service mark…