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
- 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
- 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 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
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)