Starting the KCS Journey at Alation
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…
KCS
Knowledge Domain Analysis Maximizes the Value of Your KCS Program
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…
KCS v6 Adoption Guide is now the KCS v6 Adoption & Transformation Guide
Recently a group of Consortium Members came together to discuss ways to make the language in the KCS v6 Adoption Guide more helpful. There were a number of concerns we…
KCS Implementations Beyond Customer Support
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…
Q2 2022 Recap: New Intelligent Swarming Resources and Tons of Experience Shared by KCS Aligned Vendors
The momentum of 2022 did not slow down this past quarter. Increased demand for Intelligent Swarming led to the launch of a bunch of new resources, linked below, plus an…
KCS in Action: Sustaining Content Health & Customer Success with Content Strategy
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…
Q1 2022 Recap: Exciting Community Updates, Momentum for KCS and Intelligent Swarming
As we passed the 2 year anniversary of our sudden shift to virtual, our community continues to show up with passion, collaborate across companies, and have new accomplishments to celebrate!…
KCS in Action: Turning Data into Continuous Improvement
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…
KCS v6 Certification Digital Badges are live!
While the Consortium for Service Innovation has been pursuing service excellence with Members for 30 years now, the KCS v6 certifications through the KCS Academy (the only certifying body for…
Innovating Together For 30 Years!
It’s time to celebrate! But first, a brief origin story. Some folks got together in 1992 to brainstorm around software features and functionality for customer support, but quickly realized that…