KCS

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.

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.

Consortium Membership can make your KCS journey faster, more efficient, and more impactful. Additionally, we’re proud to provide many opportunities for everyone in the broader community to enhance their KCS journey.

Find out how Consortium Members have updated PAR to be more understandable and easier to use.

As AI rapidly transforms the landscape of service and support, it’s easy to blur the lines between methodology (KCS) and technology (AI and other tools).

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.

KCS Practices create the continuously improved, validated knowledge that AI systems need to generate reliable outputs.