Author: David Kay

  • Announcing AI SmartSource

    Announcing AI SmartSource

    in ,

    AI SmartSource offers services to enhance AI performance for organizations by providing tailored content, optimizing processes, and implementing best practices to ensure effective training and response generation.

  • Leading the KCS Transformation: Clio Does It Right

    Leading the KCS Transformation: Clio Does It Right

    in

    When Marc Dyer arrived at Clio, he faced a challenge. As the new VP of Customer Success, he led an organization with lots of knowledge—unfortunately, that knowledge was scattered throughout […]

  • KM with KCS is the Foundation for Successful AI

    KM with KCS is the Foundation for Successful AI

    in ,

      TL;DR: Effective knowledge management using KCS is what makes AI work best.  Start with the content, then let GenAI turbocharge its delivery. “We have a lot of Generative AI […]

  • Your Partner’s Partner

    Your Partner’s Partner

    in

    You’re using a KCS Verified tool.  How come it’s so clunky to do KCS? The majority of our clients use technology that have been KCS v6 Verified by the Consortium […]

  • Use Strategy to your Advantage

    Use Strategy to your Advantage

    in

    Congratulations—you’ve been given responsibility for a strategic initiative.  Maybe it’s knowledge management; maybe it’s self-service or swarming; maybe it’s a complete service transformation.  You’ve being held accountable to outcomes like […]

  • Change Management and KCS

    Change Management and KCS

    in

    We’ve seen that effective change management is essential for rolling out KCS.  It makes sense. KCS asks leaders to measure and communicate differently.  KCS changes the mechanics of how knowledge […]

  • What Does the KCS Council Do?

    What Does the KCS Council Do?

    in ,

    A few clients recently asked us for more details on the roles and responsibilities of the KCS Council.  There is good general guidance in the KCS v6 Practices Guide and […]

  • KCS v6 in Five Minutes

    KCS v6 in Five Minutes

    in ,

    We’ve updated KCS in Five Minutes for KCS v6! In 2010, I learned about Pecha Kucha.  Pecha Kucha is a Japanese storytelling approach that displays 20 slides, each for exactly […]

  • KCS: Drive to Resolution

    KCS: Drive to Resolution

    in ,

    Some KCS articles directly answer a question or solve a problem—they’re resolutions.  Other articles are simply helpful—they’re references.  You should close most of your cases (or tickets or incidents) with resolutions.