We are excited to announce the availability of a new KCS case study! ServiceNow: Implementing KCS Delivered 52% Faster Time to Relief details ServiceNow’s Customer Support journey with KCS. In … Continue reading Announcing a New KCS Case Study
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A guest post by Andy Koopmans, Senior Technical Writer at F5 When we started KCS at F5, I was skeptical and concerned. As a technical writer on the AskF5 team … Continue reading Trust issues: a letter to my knowledge-sharing colleagues
Measuring the shift left of a digital transformation journey has always been a challenge for service organizations. Part of the issue has been their reluctance to change the currency of … Continue reading Measuring the Shift Left of Your Digital Transformation
We had our first KCS Academy Virtual Roundtable event earlier this month. It featured six discussion topics, each facilitated by a Consortium for Service Innovation staff member or another KCS … Continue reading KCS Metrics for Senior Leadership
I was recently interviewed, along with Ryan Mathews, Digital Support Director at NetApp, by Al Hahn from the Association for Support Professionals. We discussed the differences between a good support … Continue reading A Good Support Website Versus a Great One
A friend (who does not have a support background) told me a story yesterday about some trouble she was having getting her young son set up for an online summer … Continue reading Sustaining Participation in KCS
A Critical Enabler for Digital Transformation Success Companies, and their service organizations, are increasing their focus on digital transformation to maximize the availability and satisfaction of their product sand services … Continue reading Content Availability
Digital transformation has been a hot topic for a number of years now. The stay-at-home impacts of COVID-19 have demonstrated the importance of this transformation, which at its center, is … Continue reading Assistance on the Road to Digital Transformation
Earlier this week, KCS Certified Trainer Aprill Allen posted a Tweet that got me thinking about the many, many conversations we’ve been having about the importance of reflecting to people … Continue reading Identifying and Communicating Impact
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 … Continue reading KCS Academy World Tour Wrap Up