In this video Heléne Källgården, KCS Trainer from ComAround, interviews Kelly Murray from The Consortium for Service Innovation, Kelly shares her expertise and experiences in the knowledge management methodology KCS (Knowledge-Centered Service). What are the benefits of working KCS and what is required from the organizaton? She also talks about trends in the support and service business, how KCS is connected to Artificial Intelligence and Bots and what the Predictive Customer Support Model is.