Author: David Kay

  • Forbes: KM Matters for AI

    Forbes: KM Matters for AI

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    “In an era when unstructured data—content—is seen as the most critical fuel for the artificial era ahead, it’s time knowledge management had a seat at the table.” Forbes, Knowledge Management, The Tech World’s Stepchild, May Be AI’s Salvation, May 13th 2026 “Consider the source.” We may get this advice after cutting remarks from someone who isn’t…

  • KCS v6 Practices Certification: What’s a Violation, Anyway?

    KCS v6 Practices Certification: What’s a Violation, Anyway?

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    What does the KCS v6 Practices Certification exam mean by a “violation?”

  • Announcing AI SmartSource

    Announcing AI SmartSource

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    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

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    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 five different repositories and in every employee’s head. With a customer base founded in billable hours, it’s essential for Clio’s support agents to be able…

  • KM with KCS is the Foundation for Successful AI

    KM with KCS is the Foundation for Successful AI

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      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 initiatives going on here.  But ours is moving faster than the others because our KCS program had already created content that the AI model could…

  • Your Partner’s Partner

    Your Partner’s Partner

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    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 for Service Innovation (CSI).  KCS Verified tools have demonstrated that they “provide a complete set of capabilities required to enable all eight KCS practices.”  They…

  • Use Strategy to your Advantage

    Use Strategy to your Advantage

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    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 retention, recurring revenue, loyalty, profitability, or cost reduction.   So, what exactly are you going to do?  The answer to that must be driven by…

  • Change Management and KCS

    Change Management and KCS

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    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 workers do their jobs and how they think about the job.  Often, this happens as we replace tools or reconfigure them.  That’s a lot of…

  • What Does the KCS Council Do?

    What Does the KCS Council Do?

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    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 the KCS v6 Adoption Guide, but it’s not especially specific.  So, with input from Ryan Mathews, Jacob Watts, Monique Cadena, and Jennifer Crippen, I thought…