TL;DR: Effective knowledge management using KCS is what makes AI work best. Start with the content, then let GenAI turbocharge its delivery. “We have a lot of Generative AI initiatives […]
Your Parter’s Partner
You’re using a KCS Verified tool. How come it’s so clunky to do KCS? The majority of our clients use technology that have been KCS v6 Verified by the Consortium […]
Use Strategy to your Advantage
Congratulations—you’ve been given responsibility for a strategic initiative. Maybe it’s knowledge management; maybe it’s self-service or swarming; maybe it’s a complete service transformation. You’ve being held accountable to outcomes like […]
Change Management and KCS
We’ve seen that effective change management is essential for rolling out KCS. It makes sense. KCS asks leaders to measure and communicate differently. KCS changes the mechanics of how knowledge […]
What Does the KCS Council Do?
A few clients recently asked us for more details on the roles and responsibilities of the KCS Council. There is good general guidance in the KCS v6 Practices Guide and […]
KCS v6 in Five Minutes
We’ve updated KCS in Five Minutes for KCS v6! In 2010, I learned about Pecha Kucha. Pecha Kucha is a Japanese storytelling approach that displays 20 slides, each for exactly […]
KCS: Drive to Resolution
Some KCS articles directly answer a question or solve a problem—they’re resolutions. Other articles are simply helpful—they’re references. You should close most of your cases (or tickets or incidents) with resolutions.
Practical Trust for the Whole Enterprise
Service, Success, and Support organizations that have implemented KCS® and Intelligent Swarming have learned something valuable to every department: the power of trust. We’ve created a short white paper, Practical […]
Coaching and Licensing: Your (Not So Secret) Weapon
Coaching is a critical enabler for KCS, and a robust licensing model is an essential means to insure knowledge quality. The KCS Practices Guide, the KCS Adoption Guide, and in […]
Video: The KCS Evolve Loop
The Consortium for Service Innovation released its Knowledge Domain Expert guide for members. Also, Jennifer and I are now certified to facilitate the associated KDA Workshop. We’re extremely excited about […]
