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SupportWorld Live Schedule 2024

HDI's SupportWorld Live provides inspirational sessions that matter to you, with high-quality speakers and more practitioner-led case studies than ever, this conference is sure to educate and inspire you.

You can find specific sessions by checking the conference tracks and/or conference pass types on the left hand side below. Check back frequently, information is added weekly! Click on session titles for full session descriptions. All times noted are in MST.

Session 204: Thriving in a KCS-Driven Environment

Vickie Runyon  (Knowledge Manager, Compeer Financial)

Location: Room 201

Date: Tuesday, April 30

Time: 11:30 am - 12:30 pm

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Standard Conference Pass, VIP Access Conference Pass - Get your pass now!

Track : Modernizing Service Management, Optimizing the Support Organization

Session Type: Case Study

Vault Recording: TBD

Audience Level: Intermediate/Advanced

So, you've implemented Knowledge-Centered Service (KCS) and moved past all the early-stage hiccups. What's next? How do you sustain a KCS culture long-term and realize all the promised benefits? In this session, Vickie Runyon will share how Compeer Financial has taken its support team beyond "just doing KCS" and integrated knowledge into their daily workflows. Learn what has worked for them - from building a successful coaching program and using the Evolve Loop to drive continual improvement to shifting to proactive support and creating opportunities for self-service success - and how you can apply these same lessons learned to your KCS initiatives.


Build a successful coaching program.
Use the KCS Evolve Loop to drive continual improvement.
Shift to proactive support.
Create opportunities for self-service success.