KCS in Action
Real-world examples of how KCS helps companies leverage organizational knowledge.
The Consortium hosts regular KCS in Action calls, where practitioners share challenges and lessons learned on the KCS journey. Contact us if you’d like to present at a future event!
KCS in Action Recordings
KCS in Action: AI-Supported Knowledge Management at G+D
Achim Schreiber and Anja Kunkel from Giesecke+Devrient explain their holistic approach to knowledge management, from search to ticket processing to knowledge acquisition and delivery.
KCS in Action: Building KCS at Scale in a University IT Department
Patrick Thams-Dimon, Knowledge and Lean Manager, describes the KCS journey at the University of Copenhagen including challenges and insights.
KCS in Action: A Support Manager’s View
TOPdesk Support Manager Florian Hasse shares how starting with coaching (and leaning into the principle of trust) has led to KCS success and company-wide interest and adoption.
KCS in Action: A Thoughtful Approach at Twilio
Hear how building a cross-functional team of advocates strengthens adoption and support for KCS initiatives, while Team Mentors play a key role in collaboration, feedback, and sustained behavior change.
KCS in Action at Farm Credit Mid-America
Janice Smith, Director Enterprise Services Support and Rebecca Mark, Head of Lending Support at Farm Credit Mid-America shared how KCS helps their team build consistency, trust, and reliability while reducing burnout.
KCS in Action at Ping Identity
Leveraging Salesforce and Coveo, Ping optimizes its internal and external knowledge-sharing capabilities, supported by AI-enhanced tools and a robust framework rooted in KCS Practices.
Attribution
The KCS® methodology is service marked by the Consortium for Service Innovation.
The first mention of KCS in a written work must include the superscript ®. Please also include this footnote or parenthetical statement: “KCS® is a service mark of the Consortium for Service InnovationTM.”
The correct use of KCS is as an adjective, for example: “[Company Name] endorses the KCS® methodology….”
KCS cannot be used in the name of an offering without explicit written permission from the Consortium for Service Innovation. Please contact the Consortium with questions.