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KCS is about creating knowledge as a by-product of resolving problems. And that knowledge is then used by customers and support teams across self-service communities, support consoles, websites, etc. But when it comes to implementing KCS, only a fraction of organizations have experienced success. Why? To dig deeper, we invited Brian Corcoran, our Regional Sales Manager in the US and a KCS-certified practitioner. He has helped a variety of organizations increase their support capacity by driving KCS. Hear him provide succinct answers to questions like: - What does a standard KCS process look like? - What does a successful KCS implementation require? - How does the double loop process drive KCS? - How can cognitive search change the KCS landscape?

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