About Us
The KCS Academy aims to create a vibrant, valued network of KCS practitioners who support the successful adoption of KCS and contributes to the continuous improvement of the KCS methodology across all knowledge-intensive industries.
Formed as an outreach company of the Consortium for Service Innovation, The Academy offers certification and development programs for the roles defined in the KCS methodology. These programs promote a common understanding of KCS and support the cultural change in the organization that is required to maximize and sustain the benefits of KCS.
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(650) 576-9102 tel (Pacific Time)
Executive Director of the Consortium for Service Innovation since 1996, Greg has worked with member companies of the Consortium on initiatives including the development and adoption of the Knowledge-Centered Support methodology, web based self-service models, and online support communities. Prior to his work at the Consortium, Greg held management positions in customer-service operations, planning and support strategy development at IBM, and managed a worldwide support reengineering effort at Tandem Computers, where he became the Director of Global Support Planning. Greg’s specialty is customer service strategy and organizational development. |
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(407) 760-0446 tel (Eastern Time)
Before joining the KCS Academy in 2010, Mike was vice president of Global Support and Services at Intuit Corporation, where he transformed support into a world-class, knowledge-centered services division. Since starting his career with IBM Corporation over thirty years ago, Mike has held various management and executive positions with numerous Fortune 500 companies, including McKesson, Harris, Symantec and Oracle corporations. Mike is currently a senior vice president and president of Avaya Client Services at Avaya. |
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(650) 610-0873 tel (Pacific Time)
Lisa manages the certification processes at the KCS Academy. She oversees communication with the credential management system and ensures certification requirements are met. |
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(781) 652-8908 tel (Eastern Time)
Melissa is responsible for running the Consortium’s Knowledge-Centered Support and Adaptive Organization program teams, as well as the Verified certification program for knowledge management software vendors. Melissa has more than a decade of experience assisting service organizations adopt knowledge-based business strategies |
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Kelly Murray – Communications & Marketing
(206) 419-6716 (Pacific Time)
Kelly focuses on user experience, messaging strategy, and deliverables. She comes to the Academy with 12 years of experience in hospitality sales, service, and technology. |
