Meetups

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Monthly meetings for customers to share and learn from each other.

Join us for a discussion

One Thursday a month at 8:00 am Pacific, we host a 60 minute session for Knowledge Management customers to present and discuss topics that interest them. Previous topics have included translation, accessibility, chatbots, content strategy, and KCS.

If you would like to join your peers during one of these Meetups, you can sign up using the Lu.ma calendar.

Check out all meetup recordings in our exclusive Community Video Hub: NiCE Knowledge Management Community Video Hub | NiCE

Please add support@lu.ma and noreply@luma-mail.com to your contact list to prevent these emails from going to your spam folder.

The most recent meetup was:

May 28 - How knowledge feeds AI: The Why Behind KCS®

This customer meetup featured the Consortium for Service Innovation discussing the relationship between Knowledge-Centered Success (KCS®) and AI, with practical examples from organizations actively scaling AI initiatives.

Key Takeaways

🔹 AI is only as effective as the knowledge behind it
Successful AI implementations depend on trusted, reusable, and well-maintained knowledge. Strong knowledge practices provide the foundation that enables AI to deliver accurate and meaningful outcomes.

🔹 KCS helps organizations create AI-ready knowledge
The KCS methodology emphasizes reusing, improving, and capturing knowledge as work happens, ensuring content remains relevant and valuable for both humans and AI systems.

🔹 Organizations are seeing measurable gains with AI-assisted knowledge work
Members shared examples of using AI to accelerate knowledge creation, improve content quality, identify gaps, and uncover opportunities for operational improvement.

🔹 Knowledge quality matters more than ever
Several organizations reported that structured KCS content consistently outperformed other content sources when powering AI experiences, highlighting the importance of knowledge governance and content health.

🔹 The conversation is shifting from “deflection” to “resolution”
Leading organizations are focusing on helping customers achieve faster resolutions through AI-powered experiences rather than simply reducing support contacts.

🔹 AI is creating new opportunities for knowledge teams
As AI handles more routine tasks, knowledge professionals are increasingly contributing to areas such as knowledge intelligence, platform management, content strategy, AI governance, and cross-functional collaboration.

🔹 AI can reveal valuable customer insights
Organizations are leveraging AI interaction data to identify content gaps, product friction points, and enhancement opportunities that were previously difficult to surface at scale.

🔹 Start with the use case, not the technology
A recurring theme throughout the session was the importance of defining business outcomes first and then determining where AI can create value, rather than implementing AI simply because the technology is available.