KCS in Action

Jessica Wu, Customer Success Manager at Alation, is KCS v6 Practices Certified and has been practicing KCS since 2014. While Jessica has experience running KCS programs at other companies, Alation…

We have said many times that we have not seen a successful KCS program without a KCS coaching program. Similarly, we have not seen an organization maximize the value of…

We have seen many instances of KCS working very well outside Customer Support. KCS captures knowledge as a by-product of the interaction, and there are interactions everywhere.  We have seen countless…

Padma Prasad, Senior Manager, Digital Support Operations– Evolve Loop Programs Team, shared how NetApp handles the KCS Evolve Loop.  She shared so many best practices in this webinar, as well as…

Experts from Akamai (Laurence Leccia, Knowledge Domain Expert, and Christina Roosen, Community Program Manager) shared their Knowledge Domain Analysis (KDA) program in a KCS in Action webinar. They provided an…

Coaching is a critical component of a successful KCS program.  We were very fortunate to have three seasoned KCS practitioners join us as panelists on our November KCS in Action…

Realizing all the benefits of KCS requires being intentional about adoption and ongoing focus.  On a recent KCS in Action webinar, Monique Cadena, Amit Singh, and KK Rao from Akamai…

An effective Knowledge Domain Analysis (KDA) program is key to maximizing the success of your KCS implementation.  On a recent KCS in Action call, Jorge Carrasco, Social and Community Manager…

A KCS in Action Call Ryan Mathews, Director of Digital Support at NetApp, recently presented on how the NetApp Support Team rebooted their KCS program by lowering effort, nudging for…

An edited and condensed excerpt from a February 8, 2021 Consortium Member phone call. What does a coaching program look like in a mature KCS environment? Monique Cadena, Principal Program…