KCS

Change in a methodology you've built your operations around can feel disorienting, even when the change is good news. If you've caught wind of updates to KCS and are wondering what's actually different, what's still true, and what it means for your team, this one's for you. In April 2026, the Consortium for Service Innovation introduced Knowledge-Centered Success, the next era of KCS, evolved from what practitioners have long known as Knowledge-Centered Service (KCS v6). It's

Welcome to Evergreen Shift! Transformation is rarely a straight line. It twists, loops, and demands everything we’ve got. But one thing is certain: no one should have to navigate change alone. That belief is the heart behind Evergreen Shift Consulting, LLC. After 25 years immersed in support, service, and practicing Knowledge-Centered Service (KCS), I’m launching this business to help service organizations move through change with total clarity and create ways of working that