Consortium for Service Innovation (CSI)

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Consortium for Service Innovation (CSI)Custom logo

The Consortium for Service Innovation (CSI), formerly the Customer Support Consortium (CSC),1) offers the following Knowledge Management education and training opportunities:

The KCS Academy 2)

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 (ever launched?):
    – KCS Certified Manager (1st and 2nd level managers)
    – KCS Certified KDE (Knowledge Domain Engineer)
    – KCS Certified Adoption Program Manager

Workshops

Self-Paced Online Training

    KCS Fundamentals

Recurring Workshops (Instructor-Led Training)

  • KCS Overview
  • KCS Fundamentals**
  • KCS Practices Workshop
  • KCS Coach Development Workshop
  • Knowledge Domain Analysis Workshop
  • KCS Leadership Overview Workshop
  • Intelligent Swarming (Insights) Workshop

  • On-site Executive Briefing
  • 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

CSI Summits

  • Consortium Member Summit*
  • Consortium Executive Summit*

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

Other Conferences

  • ISSIP – Consortium Discovery Summit on Digital Transformation, May 23-24, 2017, Santa Clara, CA, USA
    Cognitive Analytics for Predictive Customer Engagement
    (Co-organizer: International Society of Service Innovation Professionals; Sponsor: San Jose State University, Lucas Graduate School of Business)

Webinars

KCS Transformation Series

    Dec 2024: Optimize & Innovate
    Sep 2024: Build Proficiency
    Jun 2024: Adopt in Waves

KCS Aligned & Verified Vendor Series

    Jun 2024: Faster, Easier, Better: Coaching Enablement via your Knowledge Base
    Jan 2024: Shift from Knowledge Creation to Curation with Large Language Models (LLMs) and Actionable Insights

    Jul 2023: Delivering Knowledge in the Post-Search World of AI (was: Support Knowledge in a Post-Search World)

    May 2022: Best Practices for KCS Success with Tyler Technologies
    Apr 2022: Knowledge Management Outcomes: Findability vs. Discoverability

    Nov 2021: Expert Insight: Challenges of Implementing KCS and How to Address Them
    Jun 2021: Let’s Talk (KCS) Shop: Common Pitfalls and Best Practices for KCS Implementation
    Apr 2021: Jacobs Engineering Group Uses Coveo for KCS Beyond Service and Support

    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

    May 2024: A Scrappy-But-Measurable KCS Workflow in Slack

    Nov 2023: KCS in Action: GenAI for KCS
    Jun 2023: KCS in Action: SAP’s Innovative Approach for Knowledge Article Scoring
    May 2023: KCS in Action: Change Management and KCS in a Digital First World
    Feb 2023: KCS In Action: Social KDEs at Quest
    Jan 2023: KCS in Action: Selling the Benefits of a KCS Coaching Program

    Nov 2022: KCS in Action: Alation’s KCS Journey
    Oct 2022: KCS in Action: Knowledge Domain Analysis Panel
    Aug 2022: KCS in Action: Optimizing Sales Support through KCS
    Apr 2022: KCS in Action: Sustaining Content Health & Customer Success with Content Strategy ​
    Feb 2022: KCS in Action: Turning Data into Continuous Improvement
    Jan 2022: KCS in Action: PTC’s Approach to Knowledge Domain Analysis

    Dec 2021: KCS in Action: Learn how ADP integrated Agile Methodology while implementing KCS
    Nov 2021: KCS in Action: Maximize Success by Implementing Coaching
    Oct 2021: KCS in Action: Parsons’ Journey Deploying KCS to the Enterprise
    Aug 2021: KCS in Action: ADP’s KCS Journey using Agile Methodology
    Jun 2021: KCS in Action: Guiding Principles for a Successful KCS Adoption
    May 2021: KCS in Action: Knowledge Base Reporting that Drives KCS Behavior at Veritas
    Apr 2021: KCS in Action: Social KDEs at Quest
    Feb 2021: KCS in Action: Leveling Up a KCS Program to v6 Standards

    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 ConversationStorm

    Dec 2014: Taxonomy: Linking Incidents, Knowledge, and People: A 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

    May 2012: Revitalizing a Stalled KCS Implementation; Gamification and KCS
    Apr 2012: Taking the Mystery out of Radar Charts; New vs Known Study: The Template in Detail
    Feb 2012: Video Content Considerations; Topics TBD

KCS Book Club

    Apr 2012: Too Big to Know by David Weinberger
    Feb 2012: Book TBD
    Dec 2011: Book TBD
    Nov 2011: Book TBD

Other Web Sessions

    Mar 2024: Designing KCS for Your Organization; Understanding Conversation Design
    Feb 2024: Measuring Community Success; Leveraging AI for Content Creation and Storytelling
    Dec 2023: 2023 Year in Review
    Oct 2022: Member Summit Recap
    Jun 2022: Introduction to Knowledge Graphs (Members only)
    Mar 2018: KCS & ITIL
    Feb 2018: KCS and Enterprise Content Management

    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

Consortium Conversation (Members only!)

    May 2024: KCS for Engineers + Middle Management Buy-In
    Jan 2024: Getting Executive Buy-In

    Nov 2023: KCS Beyond Support & Services
    Sep 2023: Connected Data & Trusted Knowledge; Updating the KCS Licensing Model (Part 2)
    Aug 2023: Updating the KCS Licensing Model
    Jul 2023: KCS in Video – showing off a new resource!
    May 2023: Distilling the KCSv6 Adoption & Transformation Guide
    Jan 2023: KCS with No Staff, No Funding, No Time, and Bad Tools

    Dec 2022: Artificial Intelligence & Machine Learning Overview
    Oct 2022: A Field Guide for KCS Program Management

    Mar 2021: Knowledge Content and Customer Success
    Jan 2021: Social Networks, Communities, and Support

    Jul 2020: Securing KDA Resources

KCS in Action Roundtables (online; was: KCS Academy Roundtables)

    Oct 2023:
    Getting Started on your KCS Journey
    Establishing and Sustaining a KCS Coach Program
    Establishing and Sustaining a Knowledge Domain Analysis Program
    Measuring the value of your KCS enabled Digital Transformation
    Improving the effectiveness of the self-service and community experience

    Apr 2023:
    Getting started on your KCS journey
    Launching and sustaining a KCS coaching program
    Maximizing KCS with an effective Knowledge Domain Analysis (KDA) program
    Measuring the success of your KCS implementation
    Improving the effectiveness of the self-service and community experience
    Assessing the health of and rebooting your KCS Program as needed

    Jun 2021: Getting Started on your KCS Journey; Assessing and Maturing your KCS program; Launching and Sustaining your KCS Coaching Program; Maximizing KCS with an effective KDA program; Measuring Success of your KCS Program; Improving the effectiveness of your Self-Service Experience; Intelligent Swarming Insights
    Mar 2021: Getting Started on your KCS Journey; Launching and Sustaining your KCS Coaching Program; Maximizing KCS with an effective KDA program; Measuring Success of your KCS Program; Improving the effectiveness of your Self-Service Experience; Intelligent Swarming Insights; Gaining Executive Buy-In for KCS

    Aug 2020: Launching and Sustaining your KCS Program; Launching and Sustaining your KCS Coaching Program; Maximizing KCS with an effective KDA program; Measuring Success of your KCS Program;Improving the effectiveness of your Self-Service Experience; Intelligent Swarming Insights

Team Meetings (in person and/or online)

  • Jun 2024: Thoughtful and Strategic Automation (online, 2 days)
      Agenda TBD
  • Mar 2024: Building a Culture of Coaching (online, 2 days)
      Setting the Context: Defining a Culture of Coaching
      How a KCS Coaching Program Can Nurture an Adaptive Workforce
      Tending to the Culture: Inviting Managers In
      Member Example
      Group Discussion
  • Jan 2024: The Intersection of ML-LLM-AI and KCS (online, 2 days)
      Presentations:
      What we know so far
      An overview of LLMs
      Machine Learning, AI, and LLMs and SearchUnify
      What Does KCS Look Like in an LLM World?

      Group Discussions: Making KCS Obsolete: What Do We Need From the Machines?
      What is the role of humans when GenAI is the perfect knowledge worker?
      … TBD

  • Nov 2023: CSI EU Team Meeting @ pro accessio (Hannover, Germany; 2 days, members only)
    Knowledge-Sharing for Success

      Presentations:
      Setting the Context: an Update on the Consortium’s Work
      Distilling the KCS Practices and Phases of Adoption
      KCS Adoption at proALPHA
      KCS with No Staff, No Time, No Funding, and Bad Tools
      Attending to the Evolve Loop: Launching a KDA Program

      Group Discussions:
      Cross-cultural KCS: thinking about the differences required for success – both intra-European and US/EU
      Leveraging What We’ve Learned: Knowledge Domain Analysis and Beyond
      Open Space discussions

  • Jun 2023: Team Meeting: Next-Gen Knowledge Sharing
  • Nov 2022: KCS in Small Teams: European Team Meeting
  • Jul 2022: KnowledgeOps
  • Jul 2021: Knowledge, Communities, and Social Networks
  • Apr 2021: Long-Term KCS Success
  • Feb 2021: Knowledge-Centered Success: Team Meeting
  • Nov 2020: Knowledge as a Service: Team Meeting
  • Jul 2020: The Relationship Between Knowledge and Value: Team Meeting; Securing Knowledge Domain Analysis (KDA) Resources
  • 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
  • Jan 2015: Communities, Social Networks, and KCS
  • Jan 2013: Energizing Your KCS Implementation
  • Sep 2012: Game Design and KCS
  • 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 @ ComAround (Stockholm, Sweden; 1 day)
      Agenda n.a.

  • Jul 2015: KCS Town Meeting @ Polycom (Andover, MA, USA; 1 day)
      Agenda n.a.

      KCS adoption roundtable discussion

      Topics:
      KCS Adoption and Success
      KCS v6: Updates and Changes
      Intelligent Swarming: Collaboration on Steroids
      The Customer Success Initiative: Customer Experience and the Internet of Things
      Social Networks, Communities, and Support

  • Nov 2011: KCS Update, Social Media and Support @ ProActive Services & Australian Institute of Management (Melbourne & Sydney, Australia; 1 day)
      Agenda n.a.

      KCS adoption roundtable discussion

      Topics:
      KCS v5.1 updates
      KCS adoption experiences – based on attendee experiences and questions
      Intelligent swarming – a new way to think about aligning people to work
      Social media and support – the five tenets of social support

  • Oct 2011: KCS Town Meeting @ BMC Software (London area, United Kingdom; 1 day)
      Agenda n.a.

      KCS adoption roundtable discussion

      Topics:
      KCS v5.1 updates
      KCS adoption experiences – based on attendee experiences and questions
      Intelligent swarming – a new way to think about aligning people to work
      Social media and support – the five tenets of social support

  • Apr 2010: KCS Town Meeting @ n.a. (Windsor, UK; 1 day)
      Agenda n.a. (might have been cancelled)

  • Mar 2010: KCS Town Meeting @ Yahoo (Sunnyvale, CA, USA; 1 day)
      Agenda n.a.

      Topics:
      KCS Adoption

Consortium Office Hours (First Friday; Online; Open to Consortium Members only)

    May 2024: Membership Navigator

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