About Us
Ensuring Customer Success.
Knowledge is at the heart of customer support and engagement. Our team trains and develops leaders in Knowledge-Centered Success (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.
KCS® is a registered Trademark of the Consortium for Service Innovation™.
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 KCS and Intelligent Swarming training and capability development.
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, Author, 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.
Thomas is also an author of The KCS Mastery Series providing examples and tips for successful KCS adoption. He is an enthusiastic speaker on the value of knowledge sharing.
Dr. Peter Mellalieu
Knowledge Engineer, Organization Network Analysis (ONA) and Social Network Architecture Analytics
Peter is a Knowledge Engineer at Catalynk. He assists clients to drive their knowledge management and collaborative problem-solving programs. His analysis uses skills and toolsets from his extensive work in operations research, network science, and organizational development.
Peter has designed and leads the workshop: Social Network Analysis for KM Program Success. He brings years of business experience from his work in bio-systems engineering, software development and innovation strategy. He has held scientific and academic positions in the USA, United Kingdom, Botswana, Belgium and New Zealand.
Jenna Hoffman
KCS Certified Trainer and Consulant, Experienced AI Practitioner, Analyst
Diego Escalante
Certified KCS Trainer, Consultant in Business Process Optimization, Program Management and Agile Team Development.
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. Diego leads our Latin and South America workshops.
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.