We had a great World Tour in Silicon Valley at the Santa Clara Convention Center on March 3rd. It was fantastic to see the diversity of the participant companies (high tech, fast food, universities, car wash, and more) and the diversity of KCS-enabled Services (Customer Service Management, IT Service Management, HR Service Management, etc.). KCS is truly penetrating the Service mainstream as a best practice!
The range of KCS knowledge in the room made for some interesting conversations. We had some that were new to KCS and many that were seasoned practitioners—including a handful of Consortium Innovators. We had several presentations from practitioners and KCS Certified Trainers sharing KCS best practices, as well as pitfalls and how to avoid them. We then broke out into facilitated roundtables to discuss a variety of topics, including Measuring KCS, Coaching, Launching KCS, Sustaining KCS, and Intelligent Swarming. The roundtables were the highlight for many attendees, where they could ask questions and hear responses from both experts and peers.
Our KCS Verified and Aligned tools and services were also well represented. They were there to not only provide visibility of their tools and answer questions, but also to hear the latest best practices and challenges and adjust their product roadmaps accordingly.
It was so great to experience the passion and camaraderie in the room! We were glad to see the overall event was very well received by the attendees through their kind words and ratings in the post-event survey.
While these events bring so much value, in the current environment we have put our future 2020 World Tour events on hold. We will continue to monitor the conditions to determine the timing of our next in-person World Tour. We are also actively investigating how we can bring this experience and value virtually. We have been conducting some virtual pilots with our Consortium Program Meetings and informal Consortium Member events with great success and are excited about the virtual possibilities for the World Tour. We will keep you all posted!