Consortium for Service Innovation (CSI)

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The 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
  • (Online; On-site) KCS Coach Development Workshop
  • 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

  • Sep 2019: Boston, Jun 2019: London, Mar 2019: San Francisco
  • Oct 2018: Seattle, Apr 2018: Munich, Mar 2018: Boston

Webinars

KCS in Action Web Sessions

    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

Team Meetings (in person and online)

  • Oct 2018: KCS: Agile Knowledge Management Team Meeting
  • 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)

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