In this episode of Behind the Docs, Ren welcomes back Sara Feldman, Director of Member Engagement at the Consortium for Service Innovation and longtime advocate for knowledge-driven customer experience.

Sara began her career as a technical writer, spending a decade embedded with support teams before diving deeper into knowledge management through Knowledge-Centered Service (KCS). That journey eventually led her to the Consortium, where she now works with member companies around the world to explore new approaches to service innovation and knowledge management.

Together, Ren and Sara discuss:

1. How KCS helps organizations capture and reuse knowledge in real time
2. Why demand-driven knowledge practices produce better documentation and support
3. The rise of intelligent swarming and how it could reshape how work gets routed across teams
4. Why many organizations are struggling to operationalize AI despite the hype
5. The importance of structured, trusted knowledge in an AI-driven world
6. Why reducing customer friction matters more than simply improving efficiency

Sara also shares insights from working directly with industry leaders across customer support, customer success, and service operations—and why the future of AI success will depend heavily on strong knowledge foundations.

If you’re curious about the intersection of documentation, knowledge management, and customer experience, this episode offers a thoughtful look at where the industry is heading next.