Newest Resources

Amongst accelerating change, we’re still seeing an evergreen progression: get the foundation right → connect the work to value → evolve the organization around it.

Achim Schreiber and Anja Kunkel from Giesecke+Devrient explain their holistic approach to knowledge management, from search to ticket processing to knowledge acquisition and delivery.

Knowledge-Centered Success marks a strategic transition from a support-focused model to an enterprise-wide framework designed to better integrate with artificial intelligence and automation.

Service Innovation Summit 2026 was an opportunity to reflect current progress while strengthening our foundation for what's ahead.

KCS®, formerly known as Knowledge-Centered Service, has evolved into Knowledge-Centered Success.

Patrick Thams-Dimon, Knowledge and Lean Manager, describes the KCS journey at the University of Copenhagen including challenges and insights.

Following our 2025 reflections, in Q1 we’ve moved from prioritizing to actively iterating on our 2026 themes: In particular, we’ve been focused on evolving how we approach the topic of…

As agentic AI capabilities rapidly emerge, 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.

Whether you’re brand new to the Consortium for Service Innovation or have been around for years, this guidance is designed to help you get more value from the resources, people,…

One of the major differentiators for the Consortium is the way that our work gets done. All of the knowledge we share back out to the world is based on…