Consortium for Service Innovation (CSI)
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Custom logoThe 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
- KCS Overview
- KCS Fundamentals
- KCS Practices Workshop
- KCS Coach
DevelopmentWorkshop - 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
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
- May 2021: 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
- Jan 2023: KCS in Action Roundtables
Dec 2022: 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
- 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
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: Consortium Conversation: Securing KDA Resources
KCS Academy Roundtables – a discussion-based format on a variety of KCS topics
- Jun 2021, Mar 2021, Aug 2020
Team Meetings (in person and/or online)
- 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
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- Jan 2015: Communities, Social Networks, and KCS
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- Jan 2013: Energizing Your KCS Implementation
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- Sep 2012: Game Design and KCS
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- 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)