KCS Academy�World Tour - London

June 7, 2019

London Boston Seattle San Francisco

Agenda

9:30 Welcome 10:30 Break 12:00 Lunch: Table Topics 14:45 Break 16:00 Networking and Cocktail Reception

In order to get dramatically different results, we

have to do something dramatically different Knowledge-Centered Service represents a new way to

think about knowledge

The benefits are profound

KCS is a methodology that focuses on knowledge as a key asset of the organization. •  KCS seeks to:

§  Create articles as a by-product of resolving issues §  Develop a KB of our collective experience to date §  Evolve articles based on demand and usage §  Recognize people’s ability to: learn, collaborate, share, and improve

The KCS Methodology

KCS is not something we do in addition to solving problems…

KCS becomes the way we solve problems

Thank You Sponsors

Network of passionate KCS practitioners and vendors

Only authorized certifying body for KCS

Subsidiary of the Consortium for Service Innovation

Certifications

6®

6®

6INTERNAL

6®

Certifications: Here today

6®

6®

7

15

4

KCS Academy Staff

Greg Oxton Strategic Advisor

Kelly Murray Chief Engagement

Officer

KCS Academy Staff

Arnfinn Austefjord Global Head of the

KCS Academy

Jennifer Moortgat Community Success

Manager

Jill DeGraff Operations Manager

Bloomfire Quip ProcedureFlow EdCase Confluence SABIO Twine Monday.com Showcase Workshop Intelligent Troubleshooting ComAround Knowledge NotoWare Inmagic Presto Helpjuice Eloquent WebSuite KBPubliser Zoho Connect Litmos LMS BoostHQ Inno360 Thought Industries

Shelf MyHub eXo Platform Opentute Knowledge Owl Desk.com Bitrix HappyFox Salesforce Community Cloud EduBrite Clinked Yonyx xWiki MangoApps Nuxeo Platform Igloo Software Inteum Enablement SupportHero ProProfs Knowledge Base Smart Support

Answer Hub ImeetCentral Answerbase Helpman Tallium Theum Way We Do Novo KB PHPKB Clickhelp Elevio HelpSite.io IRIR Business Architect Altair IBM ECM Obie.ai KPS RightAnswers Auros Elqano Centralpoint Connotate

Dr. Explain FuzeDigital ScreenSteps ServiceNow Acknow Guru HelpDocs Unity Unity AnswerDash LumoFlow RedQuarry RMS K2C AlwaySupport Correlate K-Map eStudio Intelligence2day Knowledgebase Manager Pro Lessons Learned Server Qiqqa Sugester

SupportPoint Coveo Firm Cover Inbenta IntelliEnterprise OneWindow Quosera Remedy SmartUp Moxie AnswertCart Aptean ArabDox Astute Berkeley Blunder BoxesOS Breezio Calls9 Civer Codio Comm100 CommonSense

Contabulo Deckard Digi-libris Dovetail Doysoft eGain eKMS Elium Enterprise Wiki EVA Netmodeler FAQ First KM FIT Haydle HelpConsole Heroic Hippo Wiz Indexedmind InstantKB IntelligenceBank Iroad Kaams Kaleo

Knosys Knowledge Mangement Knowledge Agent Knowlocker Kreeo Lean LearnLode Lexipol Lift Lighthouse Livepro ManlPulate Manzama OmniknowledgeFA PanKM PeerAware Phontex POCLink Problem Solver ProdFolio Querybot Queston and Answer

ROK’IT RulesMapper Sem.Note SICURA SlimWiki Talisma Teamemo Traction USU Vanguard WebFirst Wellspring XperiDesk XPERT Wix Asnwers ZenDesk

https://www.capterra.com/knowledge-management-software/

Knowledge Management Software

KCS v6 Verified Vendors

KCS Aligned Vendors

Customer Value

Open Incident

Issue

Self-Service and Forums

Automation

Chat

Value Erosion

Time

Cust

omer

Val

ue +

-

0

Expectations

Expectations

Customer Value

Open Incident

Self-Service and Forums

Automation

Chat

Minimize Erosion

Time

Cust

omer

Val

ue +

-

0

Issue

KCS The Great Enabler

Operational Efficiency

•  improved time to resolution, improved first contact resolution

Self-Service Success

•  making what you know available to the customer as soon as you know it

Business Improvements

•  remove customer pain points by providing actionable data to business owners

KCS The Great Enabler

Higher Job Satisfaction

• Wider scope of work, reduction in redundant work

•  Constant learning and growth

• Higher confidence, less stress

Measures of people success

•  Recognition for value creation

•  New skills emerge