This quarter has been full of exploring what matters most to this community. Conversations centered around refining existing resources as well as digging into emerging interests.
Big Themes in Q3
Redefining the Value of Support
During our annual Executive Symposium, leaders from around the globe discussed how AI is reshaping demand, how people and organizations are adapting, and what “value” means in this new landscape. Check out the full recap: Priorities for Executives Leading Humans and AI.
AI + Knowledge (continued)
A persistent focus throughout 2025, the symbiotic relationship between AI and Knowledge Management continued to earn focus. Conversations across Member Slack and events frequently involve how folks are navigating the intersection of KCS and AI.
Evolving Roles & Leadership
Members are re-thinking how people’s work shifts as AI accelerates capacity. Multiple events highlighted how critical humans remain in KCS success (replay links below) and Members are exploring how Leadership in Adaptive Organizations shifts in AI-powered workforces.
Event Replays
How champions and mentors keep momentum alive.
Why starting with coaching and leaning into trust boosts interest across the company.
How our latest KCS Verified Vendor, eGain, leverages AI capabilities to support and accelerate KCS workflows.
New & Updated Resources
It’s becoming easier and easier to blur the lines between methodology (KCS) and technology (AI and other tools), but: The Tool is the Vehicle. KCS is the Journey.
We’re hearing great feedback about What’s New About the Process Alignment Review. This post provides the briefest of overviews, including a 12 minute video by Jennifer Crippen of DB Kay & Associates talking through the change.
Essential actions to prepare, launch, and continuously improve your AI initiatives based on direct insights from Consortium Member companies can be found at AI Implementation Essentials.
Member Slack Insights
Consortium Members regularly connect in our Member Slack workspace to swap resources or ask for input from each other!
Recent popular topics include:
- Automation and KCS
- How AI agents process screenshots from customers
- AI-assisted article creation and content standards
- The relationship between KCS articles and AI suggested responses
- The title and role of Knowledge Domain Engineers
- Measuring Success
- Counting self-help sessions
- Counting links in Zendesk
These conversation help evolve shared resources or often spark ideas for future events!
Behind The Scenes
While a lot of our work is visible through events and shared resources, there’s also plenty happening behind the scenes to ensure the Consortium continues to evolve and provide value in meaningful ways for you.
Here’s a peek into what’s in motion lately:
- Exploring new formats for shared learning. Testing new ways to group resources, deliver on-demand trainings, and host discussions.
- Connecting with adjacent communities. Engaging with other industry associations to bring new perspectives and connections back to Members.
- Navigating change with a long-term view. Checking in directly with Members, scouting venues for future in-person events, and updating Verified and Aligned tools.
Looking Ahead: A Stacked Fall Calendar
Plenty more is on the horizon, including more KCS in Action sessions, continued work on AI Blueprint applications, and Member-driven experiments and working groups.
See the full events calendar to save your spot for Events for Consortium Members and Events Open to the Public.
As always, our work is shaped by yours. If there’s something you’ve been looking for, or an idea you think could benefit the community, please let us know.