KCS in Action

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.

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

TOPdesk Support Manager Florian Hasse shares how starting with coaching (and leaning into the principle of trust) has led to KCS success and company-wide interest and adoption.

Hear how building a cross-functional team of advocates strengthens adoption and support for KCS initiatives, while Team Mentors play a key role in collaboration, feedback, and sustained behavior change.

Janice Smith, Director Enterprise Services Support and Rebecca Mark, Head of Lending Support at Farm Credit Mid-America shared how KCS helps their team build consistency, trust, and reliability while reducing burnout.

Leveraging Salesforce and Coveo, Ping optimizes its internal and external knowledge-sharing capabilities, supported by AI-enhanced tools and a robust framework rooted in KCS Practices.

Dr. Sean MacNiven, the Head of Research and the Strategic Program Architect for SAP Global Product Support, presented on SAP's innovative approach to AQI (now referred to in Consortium publications as the Content Standard Checklist).

“KCS is not something we do in addition to solving problems. KCS is the way we solve problems.” Implementing KCS as the way we solve problems requires considerable change for…

An effective Knowledge Domain Analysis (KDA) program is key to maximizing the success of your KCS program.  Jorge Carrasco, formerly the Social and Community Manager and Head of the KCS…

While a KCS Coaching program is a critical part of a successful KCS implementation, getting support from leadership for an adequate KCS Coaching program is often a challenge. At a…