Forward Fest 2026

You will be able to validate your attendance (Check-In to sessions) using your personal schedule.

10:00am CDT

Design Workshop: Building a New Knowledge Stack

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

State Line Distillery @ 1413 Northern Ct, Madison, WI 53703, USA

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 - staff will be around to pour drinks.

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 🌱 🏒 🥏 🏄‍♂️.

Event Organizers

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 1413 Northern Ct, Madison, WI 53703, USA

Ticketed, Hybrid (Design Workshop)