About Us
Ensuring Customer Success.
Knowledge is at the heart of customer support and engagement. Our team trains and develops leaders in Knowledge-Centered Service (KCS®) organization-wide. We coach and mentor so your teams have the skills to manage knowledge practices, processes and performance to increase customer self-service success. Whether you are considering KCS adoption or tuning up your KCS processes, or looking to introduce Intelligent Swarming, we can help.
Our Team
Beth Coleman
Founder CATALYNK, Certified KCS®v6 Practices and Intelligent Swarming℠ Trainer, and Certified Prosci® Practitioner
Beth trains and facilitates teams with KCS and Intelligent Swarming to dramatically improve customer experience. Beth brings years of experience in training and capability development. MBA Innovation.
Beth’s brings experience in IT Service Management, service design, change management and the use of knowledge for customer success. As consultant, facilitator and workshop leader, Beth works with teams and leaders, to plan and guide successful KCS adoption and knowledge-sharing culture.
Thomas Fuhriman
KCS® Certified Trainer and Consultant, Public Speaker
Thomas is a Certified KCS Trainer and consultant with CATALYNK. Thomas has been helping organizations implement successful knowledge management practices and KCS in 20 countries for 23 years. Thomas has many years of coaching and consulting with leaders, and vast experience in leading teams in KCS adoption. His clients included Compaq, Ericsson, Novell, Altiris/Symantec, Hitachi Data Systems, and others.
He is also an enthusiastic public speaker on KCS and the value of knowledge sharing. He speaks on the importance of a customer-centric culture and the mindset change needed for cross organisation KCS adoption.
Pete Mellalieu
Data Scientist KCS® Analytics, Organization Network Analysis (ONA/SNA) and Collaboration Health analytics
Peter creates intelligence reports that aid in achieving customer service success, using data analytics. Peter specializes in Organizational Network Analysis (ONA), Peer/Team Learning and Assessment, Action Learning and Flipped Classroom facilitation.
Peter develops intelligence reports that aid in achieving customer success for KCS and Intelligent Swarming programmes. He coaches teams in organization development informed by Gallup CliftonStrengths and ONA. Pete also designs and facilitates programs for peer feedback that enable development of knowledge-sharing capability.
Diego Escalante
Consultant in Business Process Optimization, Program Management and agile team development for KCS.
Diego is a process oriented KCS consultant who works with leaders to develop capability in strategy and program management. A certified Project Management Professional (PMP) and Disciplined Agile Scrum Master (DASM), Diego brings extensive experience in embedding agile programs, process design, continuous improvement (ISO) training and knowledge management in service delivery.
His background in developing agile teams combined with program management lends practical expertise where staff new to these practices gain experience, build competency and lead teams to success.