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Learn directly from KCS experts or pursue training to enhance your expertise. KCS®, Intelligent Swarming℠, and Adaptive Organization℠ are service marks of the Consortium for Service Innovation™.
External link for KCS in Action
KCS has always been tool agnostic and that also means who/how the work gets done is agnostic! Capturing and reusing knowledge (or solutions) can be done by humans or machines. More details about the next era of KCS coming soon. https://lnkd.in/gCWe5tC4
The path forward to: ✅ Reduce variability ✅ Improve quality ✅ Reduce token costs ✅ Improve scalability
KCS in Action is a practitioner-led webinar series where experts share real-world stories, lessons learned, and measurable outcomes from successful Knowledge-Centered Service programs. See what works, avoid common pitfalls, and accelerate your own progress with confidence. Expert presenters have included: Jennifer Crippen, Florian Haase, Heather Ausmus, David Kay, Lana Kosnik, Janice Smith, Lawrence Yang, Sue Wong, M.S., Kai Altenfelder and many more! https://lnkd.in/dq6j7avB
📣 Connecting Agentic AI to KCS® and Intelligent Swarming® As agentic AI capabilities evolve, we are in a continuous cycle of discovery and experimentation, testing what’s possible, refining what works, and rethinking how intelligence is designed into the fabric of everyday work. We've got a video highlight and key takeaways from a recent webinar series captured just for you 👉 https://lnkd.in/gYthyXwv
👀 "Major KCS Practices updates" 2026 will be an exciting year! Stay tuned 😄 https://lnkd.in/gAn7v9yH
2026 Priorities for New Consortium Resources: ➡️ Expanded training and new online offerings ➡️ Major KCS Practices updates ➡️ New “leadership playbook” ➡️ More emphasis on usability of resources "As I look to 2026, I am energized by the momentum we have built in our shared story. Your time, trust, curiosity, and willingness to engage will continue to move our industry forward." - Matthew Seaman
"Everywhere I look, the validation is the same: before you scale AI, strengthen KM." 🔥 ...if only there was an industry standard proven way to strengthen #KnowledgeManagement at scale 😉 (we know that Monique Cadena already knows, of course)
🤖 AI isn’t failing because of the technology; IT'S FAILING BECAUSE OF WHAT'S MISSING UNDERNEATH! The pattern shows up again and again, in my own experience, in conversations with peers, across industry roundtables, and throughout emerging research: without a strong Knowledge Management (KM) foundation, AI efforts stall or fail. AI can’t deliver meaningful results from scattered, untrusted, or outdated knowledge. It depends on information that’s structured, contextual, and continuously improved through use. That’s why organizations that have embraced Knowledge-Centered Service (KCS), the industry’s best-practice framework for modern KM, are consistently seeing stronger outcomes. Their data is cleaner, their insights sharper, and their AI initiatives actually deliver measurable ROI. Traditional KM approaches won’t get you there. Static knowledge bases, manual curation, and outdated review cycles were built for another era. KCS operationalizes knowledge as a living, evolving asset, one that scales with people and technology alike. Everywhere I look, the validation is the same: before you scale AI, strengthen KM. Knowledge isn’t just fuel for AI; it’s the infrastructure that makes it intelligent. I live and breathe KM, and I love sharing lessons learned through thought leadership. I’m privileged to have been recognized as a KCS/KM Innovator by the Consortium for Service Innovation and to have contributed to publications that help mature the practice. The single most valuable guidance I can share is simple: treat KCS as an enterprise discipline, not just a Support initiative, and commit to the full methodology. There’s no such thing as “KCS light.” I’ve seen firsthand how transformative this is when done right. When knowledge becomes everyone’s responsibility and AI is built on trusted content, the results compound - faster learning, better experiences, and a more intelligent organization overall. If your organization is exploring how to align AI and KM more effectively, I’m happy to share what’s worked (and what hasn’t) from my own experience and from industry peers. For those looking to go deeper, the Consortium for Service Innovation has an excellent resource on Knowledge-Powered AI - including: -AI Implementation Essentials: an overview of what’s required for success -AI Case Studies: how Members are implementing AI in practice -AI Blueprint (member-only): detailed examples and templates to accelerate adoption #AI #KnowledgeManagement #KCS #Leadership #CustomerExperience #DigitalTransformation #SupportExcellence #DigitalCX https://lnkd.in/gfZ6Pz6J
Do you even know all the ways that Consortium for Service Innovation can support your KCS journey?!? Spoiler alert: it is a LOT 💪 ⬇️ Check out our latest reference for descriptions and links to all the things. 🙏 p.s. Since the algo here is not a fan of external links, please add a like or comment below to help boost this so more #KCS enthusiasts can benefit from it! Tell us about your KCS experience 😃 https://lnkd.in/gdCt2DhV
SO many takeaways! ---Topics Covered--- ✅ Strategic Investment – How long it takes to get ROI and how to help leadership buy-in to KCS ✅ People & Planning – Part time vs. full time roles, Ratios for key functions, wave sizes, and timelines ✅ Results – Timelines for KPIs at various stages of adoption ✅ Lessons Learned – Things we want to AVOID Replay or read the highlights: https://lnkd.in/gyntkddk
📣 THIS WEEK! We're hosting *KCS by the Numbers* - to explore KCS program design through the lens of all things countable! See below for a preview of attendee question that Jennifer Crippen will help answer 🌟 Join us virtually on October 29 at 8am Pacific ➡️ https://lnkd.in/gxzffQBd
📣 What’s New About the Process Alignment Review 📣 PAR is a powerful way to assess KCS program health and to identify individual coaching opportunities. Consortium for Service Innovation Members, who are continually evolving KCS, have been hard at work to make the original approach more understandable and easier to use. The result is more straightforward labeling and calculations, actionable outputs, and more options for getting started. This new approach offers three models for varying levels of complexity: 1️⃣ Essential (looking at reuse) 2️⃣ Expanded (looking at reuse and create) 3️⃣ Comprehensive (looking at reuse, improve, and create) Read more and watch our 12 minute video 🎬 featuring Jennifer Crippen for all the details 🎉 https://lnkd.in/gCXwnBHy
Poll results during a recent #KCS in Action - refresh mode is super common! What's the closest match for your current KCS journey? 1️⃣ Learning / Exploring 2️⃣ Planning / Designing 3️⃣ Wave 1 4️⃣ Wave 2+ 5️⃣ All Waves Complete 6️⃣ Refresh Mode 💬 Tell us where you are and we'll share resources to help! 💪
