Voice of Customer Driven Service & Product Improvements: A Geotab Case Study
Gathering customer insights from all of your service touchpoints is critical to improving your service experience, shifting those issues to lower cost and lower customer effort channels, and...
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Q2 2022 Recap: New Intelligent Swarming Resources and Tons of Experience...
The momentum of 2022 did not slow down this past quarter. Increased demand for Intelligent Swarming led to the launch of a bunch of new resources, linked below, plus an exciting milestone – the first...
View ArticleKCS Implementations Beyond Customer Support
We have seen many instances of KCS working very well outside Customer Support. KCS captures knowledge as a by-product of the interaction, and there are interactions everywhere. We have seen countless...
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Q3 2022 Recap: New Consortium Innovator, New Logo, and More!
Yes, the new resources and announcements already shared this year have been exciting. And, YES, we managed to top it with incredible updates this quarter! Community News The biggest news, first...
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Celebrating 30 Years and a New Look
At the Consortium’s 2022 Member Summit, we celebrated 30 years of innovating together. Greg Oxton shared a history of the Consortium, reflecting on how the bodies of work developed, matured, and...
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Member Summit 2022 Recap
Member Summit 2022 marked the third time we’ve hosted our biggest annual event in a virtual format. While we are beyond excited to return to an in-person gathering for Member Summit 2023 (registration...
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KCS v6 Adoption Guide is now the KCS v6 Adoption & Transformation Guide
Recently a group of Consortium Members came together to discuss ways to make the language in the KCS v6 Adoption Guide more helpful. There were a number of concerns we wanted to address: There is an...
View ArticleKnowledge Domain Analysis Maximizes the Value of Your KCS Program
We have said many times that we have not seen a successful KCS program without a KCS coaching program. Similarly, we have not seen an organization maximize the value of its KCS program without a...
View ArticleStarting the KCS Journey at Alation
Jessica Wu, Customer Success Manager at Alation, is KCS v6 Practices Certified and has been practicing KCS since 2014. While Jessica has experience running KCS programs at other companies, Alation...
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Q4 2022 Recap and End of Year Summary
We were grateful to finally gather again with Members in person towards the end of the year, marking a transition to a new blend of both in-person and virtual events that we will carry forward next...
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