Consortium for Service Innovation (CSI)

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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

KCS Aligned & Verified Vendor Series

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

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

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

Consortium Conversation (Members only!)

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)

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)
Mar 2024: Building a Culture of Coaching (online, 2 days)
Jan 2024: The Intersection of ML-LLM-AI and KCS (online, 2 days)
Nov 2023: CSI EU Team Meeting @ pro accessio (Hannover, Germany; 2 days, members only)
Knowledge-Sharing for Success
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
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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 @ ComAround (Stockholm, Sweden; 1 day)
Jul 2015: KCS Town Meeting @ Polycom (Andover, MA, USA; 1 day)
Nov 2011: KCS Update, Social Media and Support @ ProActive Services & Australian Institute of Management (Melbourne & Sydney, Australia; 1 day)
Oct 2011: KCS Town Meeting @ BMC Software (London area, United Kingdom; 1 day)
Apr 2010: KCS Town Meeting @ n.a. (Windsor, UK; 1 day)
Mar 2010: KCS Town Meeting @ Yahoo (Sunnyvale, CA, USA; 1 day)

Web Channels

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Notes:

1) The CSI was founded as CSC in 1992 and managed by Symbologic Corporation (later known as: Primus Communications Corporation or Primus Knowledge Solutions) until it became an independent, member funded, and non-profit organization, in 1997. In 2001 the CSC was renamed to CSI, probably in order to reflect its new focus on Knowledge-Centered Support instead on Solution-Centered Support.
2) The KCS Academy was formed in 2011 and dissolved in 2022. KCS stands for Knowledge-Centered Service, formerly known as Knowledge-Centered Support (2001-2016 ) and Solution-Centered Support (SCS; 1992-2001)

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