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Tuesday August 18, 2026 10:00am - 12:00pm CDT
Limited Capacity seats available
Why Workshop a new knowledge stack?

In 2026, most teams are stuck in a loop of under-delivering on what AI promises for the future. 

Teams don't have a tool problem, we are playing around with a beginners mindset.
Teams have a fuel problem, we are limited by what the tools need to truly shine.

If you've heard:
🥔 "This help center is a (maintenance) mess"
😖 "My team is burning out answering the same 5 questions"
💸 "Our customer support is is too expensive / too reactive"
📈 "We need a more sustainable way to scale"

Make your fuel work:
• Your fuel is unstructured data,
       Conversations and natural language are messy.
• Your resources, docs, knowledge articles, blog posts are duplicative or inconsistent
      Which makes machines who regurgitate your stuff "hallucinate" through its' confusion.
• Meanwhile search tools have evolved into chatbots
      Proving this moment of organizational change is led by technology.

If you're asking for help - you don't want someone who is messy and hallucinating.

Amidst this we all know
• We are beginners, learning.
• We have the answers, we have the know-how.

My work focuses on the rigorous practice for teams to share what we collectively know - if we don't then we won't be able to scrape anything useful together to feed the AI future.

This session is for leaders to:
    Take a breath
     and join others in finding better ways to work (with AI).

AGENDA

10:00 AM Welcome and Overview
Knowledge-as-a-service, Knowledge-Centered Service (KCS©) methodology and it's various applications.

10:30 AM Share your Story
We all have a (customer service) story to share - some good, some bad, and some extremely ugly. We'll share experiences from the real life and I'll share some gems from my time with over 100+ different customer service teams. 

BREAK

11:00 AM Design Workshop
Participants will sketch their "2026 Knowledge Stack", creating a physical ARTifact to bring back into everyday operations.
With any luck, this session will inspire participants to build better service through designing and future-proofing your organization's knowledge.

12:00 PM Lunch:
Join an optional lunch nearby with your fellow participants to reflect together and enjoy the outdoors in beautiful Madison, Wisconsin.

LOCATION:
Hybrid
• Virtual on zoom
• In person @ State Line Distillery, Gallery Room

QUESTIONS:
Contact Christina Libs at any time.

About Christina Libs:
Christina improves accessibility and reusability in organizational operations. She is a fractional knowledge systems program manager for enterprise businesses. She's open to project-based contracts for any small (5-50) teams supporting large customer bases (100s-1000s+).  She is a KCS® certified practitioner ♻️, ex-Zendesk Engagement Manager and Manager of Proactive and Automated Support 💚, ex-Epic Implementation Services and Post Go Live Support Program Manager ❤️, and UIUC Graduate in Communication and Sociology  🎓. She lives in Madison, Wisconsin and loves to 🌱 🏒 🥏 🏄‍♂️.

This is a hybrid event. If you plan to attend virtually, the streaming link will become visible on this page 10 minutes before the session start time for those who have RSVP'd.
Event Organizers
avatar for Christina Libs

Christina Libs

Knowledge Strategy Consultant, Service Knowledge Operations
Questions? Contact Christina Libs at any time.
About Christina Libs:
Christina improves accessibility and reusability in organizational operations. She is a fractional knowledge program manager for enterprise businesses. She's open to project-based contracts for any small (5-50) teams supporting large customer bases (100s-1000s+). She is a KCS... Read More →

Tuesday August 18, 2026 10:00am - 12:00pm CDT
State Line Distillery

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