26 Sep Intelligent Swarming at Tricentis
TRICENTIS' journey with Intelligent Swarming: Intelligent Swarming at TricentisIntelligent Swarming℠ is a service mark of the Consortium for Service Innovation™. ...
Knowledge-Centered Service (KCS) Blog
19 Jun Value co-creation and experience innovation
Have you ever stood in a hotel lobby and been approached with the question “May I help you?” Given the opportunity to improve this experience, what would you suggest?In the hospitality industry, the Ritz-Carlton Hotel had the reputation for developing supreme value in customer experience....
14 Feb KCS® and ITIL®v3 – Complementary Methodologies
Questions are often raised about which methodology should we follow, X or Y or Z? My answer is all of them, or at least bits of them! There is no one source of truth, and no methodology is likely to answer all your issues, or...
04 Jan Sharing Knowledge to dramatically improve self-service experience
For a customer looking for answers, or for a service agent being asked for help, finding the answer is becoming more complex. AI, Machine Learning, Customer Experience and Human Centered Design are the buzzwords of the day and with good reason. These days, useful information...
03 Jan Self-service success builds customer loyalty
Today’s Service Centers are being asked to deliver a better self-service experience and expected to grow at a slower rate than their customer base. Every organization has the potential to create a knowledge base that helps customers through self-service. Ideally, customers will find answers in a...