Consortium for Service Innovation (CSI)

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

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

Jul 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 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

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 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 (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)