Consortium for Service Innovation (CSI)

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The Consortium for Service Innovation (CSI) offers the following Knowledge Management education and training opportunities:

The KCS Academy ¹⁾

Certification Courses

Knowledge-Centered Service (KCS) Certification
– KCS Fundamentals Certification
– KCS Practices Certification
– KCS Trainer Certification
– KCS Internal Trainer Certification
KCS Fundamentals for Support Analysts**
– KCS Publisher Certification / KCS Certified Publisher**
– Support Coach Certification (was: KCS Coach Certification) / KCS Certified Coach**
Programs coming soon (never launched?:
– KCS Certified Manager (1st and 2nd level managers)
– KCS Certified KDE (Knowledge Domain Engineer)
– KCS Certified Adoption Program Manager

Workshops

Recurring Workshops

On-site Executive Briefing
KCS Overview
KCS Fundamentals Online Training
(Online) KCS Practices Workshop
KCS Leadership Workshop
KCS Coach Development Workshop (Online; On-site; 1-2 days)
Intelligent Swarming Workshop
KCS and the Future of Support (Executive Briefing)
KCS v5 to v6 Study Session / KCS Certification: v5 to v6** (online)
(On-site) KCS Verified Trainer program**
Executive Development Program** (long-term; 2 days)
(On-site) KCS Management Development Workshop**
(Online; On-site) KCS Foundations Workshop (The KCS Principles) **

One-time Workshops:

Sep 2014: KCS and Intelligent Swarming: Introductory Workshop
July 2012: Transforming Knowledge Workshop (KCS v5 Foundations)
May 2012: Introduction to KCS
Jul 2002: The Consortium Workshop on Knowledge-Centered Support and the Self-Organizing Enterprise (KCS Update and an Introduction to Betty)
May 2001: KCS Success Workshop

Conferences

KCS Academy World Tour

2020
Sep 2020: Orlando, USA | June 2020: Amsterdam, Netherlands (CANCELLED) | Mar 2020: Santa Clara, USA
2019
Sep 2019: Boston, USA | Jun 2019: London, United Kingdom | Mar 2019: San Francisco, USA
2018
Oct 2018: Seattle, USA | Apr 2018: Munich, Germany | Mar 2018: Boston, USA

Webinars

KCS Aligned & Verified Vendor Series

Dec 2020: Electrolux Case Study: How Electrolux use Knowledge Management strategy and advanced technology to improve customer experience
Nov 2020: Enable High Value Contributions
Oct 2020: Optimize for Service Success

KCS in Action Web Sessions

Dec 2020: KCS in Action: Knowledge-base Driven Problem Management
Nov 2020: KCS in Action at OSIsoft
Oct 2020: KCS in Action: Building a Strategic Framework
Aug 2020: KCS in Action: Helping Managers Understand Knowledge-Centered Service
Jul 2020: KCS in Action: Coaching Program & Licensing Model at Chick-fil-A
Jun 2020: KCS in Action at athenahealth
May 2020: KCS in Action: Improving Time To Resolution
Apr 2020: KCS in Action: Knowledge as Organizational Arc Reactor
Mar 2020: KCS in Action at Waters Corporation
Feb 2020: KCS in Action: Dealing with Zero Result Searches
Jan 2020: KCS in Action: Swarming at FinancialForce

Dec 2019: KCS in Action: Building Radar Charts
Oct 2019: KCS in Action: KCS at Small Scale
Sep 2019: KCS in Action: Tech Writers and KCS
May 2019: KCS in Action with Zendesk and Slack
Apr 2019: KCS in Action at Paychex
Mar 2019: KCS in Action at Blizzard Entertainment
Feb 2019: KCS in Action: Coaching at PointClickcare
Jan 2019: KCS in Action: Translation at National Instruments

Nov 2018: KCS in Action at Eagle Investment Systems
Oct 2018: KCS in Action at CA Technologies; KCS in Action: Coaching and Licensing
Aug 2018: KCS in Action at DTCC
Jul 2018: KCS in Action at athenahealt

KCS Verified Vendor Series

Dec 2020: Electrolux Case Study: Knowledge Management Strategy to Improve Customer Experience

KCS ConversationStorm

May 2013: Knowledge Management in the Cloud
May 2012: Topics TBD

Apr 2012: Using Text Analysis to Translate Verbatim Feedback
Feb 2012: New vs. Known, Gamification, Mobile for KM, and more

Dec 2011: Topics TBD

KCS DeepDive Discussion

KCS Book Club

Other Web Sessions

Mar 2017: KCS Goals: Measuring the Right Things

Dec 2016: KCS Licensing Model
Nov 2016: KCS System Assessment: Looking at the Health of Your Implementation
Oct 2016: Translation Workflows and KCS
Jul 2016: KCS Evolve Loop: What’s an SKDE?
Jun 2016: To Taxonomy or Not to Taxonomy?
May 2016: Introducing KCS v6
Jan 2016: Introducing the KCS v6 Adoption Guide; KCS Success – Leadership & Communication

Aug 2015: Performance Assessment in a KCS Environment
Apr 2015: KCS Adoption-Measuring Web Success
Feb 2015: Adopting and Sustaining KCS

Jul 2014: KCS Evolution Plan

Meetings

Team Meetings (in person and/or online)

May 2020: Enhancing KCS Roles Team Meeting
Oct 2018: KCS: Agile Knowledge Management Team Meeting; KCS EU Team Meeting (Online); KCS EU Team Meeting (In Person); KCS Coaching Meet Up (Online)
Sep 2018: KCS Across the Organization: EU Team Meeting
Aug 2018: Leveraging Machine Learning and Artificial Intelligence for Customer Success: Team Meeting
Feb 2018: KCS Across the Organization Team Meeting
Oct 2017: Evolution of KCS Content: EU Team Meeting
Jun 2017: KCS Evolve Loop Team Meeting
May 2017: KCS Across the Organization Team Meeting
Sep 2016: KCS v6: Adoption and Enablers Team Meeting
Feb 2016: KCS v6: Team Meeting
Jun 2015: KCS Success – Solve Loop: Team Meeting
Apr 2015: KCS Adoption & Success: Team Meeting
Nov 2015: KCS Success – Evolve Loop
Oct 2015: KCS Measures: Team Meeting
…
2011:…
2010 KCS Certification Development Team meetings: Aug (Online), Aug (in Person)
2009:…
2008 KCS Team meetings; Feb (In Person)
2007 KCS Team meetings; Jun (In Person), Sep (In Person)
2006 Joint KCS/Betty Team meetings: May (In Person), Jun (In Person), Aug (In Person), Dec (In Person)
2005 Joint KCS/Betty Team meetings: Mar (In Person), Dec (In Person)
2004 Joint KCS/Betty Team meetings: Sep (In Person), Dec (In Person)
2003 KCS Process and Certification Group meetings: Apr (Online), May (Online)
2002 KCS Implementer’s Team (KCS-I Team) meetings: Feb (Online), Mar (Online), Apr (Online), May (In Person) Sep (2x Online), Oct (3x Online)
2001 KCS Implementer’s Team (KCS-I Team) meetings: Mar (Online), Apr (Online), May (Online), June (In Person) Jul (2x Online), Aug (Online)

KCS Town Meetings

May 2017: KCS Town Meeting (Stockholm)
Jul 2015: KCS Town Meeting (Andover, MA)
Nov 2011: KCS Update, Social Media and Support (Melbourne, Sydney)
Oct 2011: KCS Town Meeting (London area)
Mar 2010: KCS Adoption (Sunnyvale, CA)

Web Channels

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Notes:

1) Formed in 2011; KCS stands for Knowledge-Centered Service (until 2016 known as Knowledge-Centered Support and until 1999 (?) known as Solution-Centered Support)