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Tuesday, August 18
 

10:00am CDT

Design Workshop: Building a New Knowledge Stack
LIMITED
Tuesday August 18, 2026 10:00am - 12:00pm CDT
Limited Capacity seats available
AGENDA
10:00 AM Welcome and Overview: Knowledge-as-a-service and 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 with workshop participants to reflect together and enjoy the outdoors in beautiful Madison, Wisconsin. Location TBA.

LOCATION: TBA - if you have a recommendation, please contact Christina.
QUESTIONS? Contact Christina Libs at any time.

Session Detail:

Most teams are stuck when it comes to knowledge bases, help centers, AI chatbots, and static documentation. They don't consider their knowledge as an asset - as the technological system that powers their delivered services. Understanding how you stack up AND how to distill your knowledge down will quickly show you customer insights and opportunities to grow efficiently. Just remember you're a human - and knowledge is a first and best technology naturally existing throughout your organizational network.

If you're hearing:
🥔 "Our help center is a mess - it's a hot potato"
💸 "Customer support is is too expensive / too reactive"
😖 "My team is burning out answering the same 5 questions" 
📈 "We need a more sustainable way to scale" 

You have overwhelm. You likely have unharnessed knowledge that overwhelms and weighs you down.

Take a breath and join us to find better ways to work.

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 🌱 🏒 🥏 🏄‍♂️.
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 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 i... Read More →

Tuesday August 18, 2026 10:00am - 12:00pm CDT
TBA
 
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