Digital Transformation Academy

The Digital Transformation Academy provides training and consulting services to help Service organizations (Customer, IT, and HR Service organizations) with their Digital Transformation. 

As Knowledge-Centered Service (KCS) is the foundation of any successful Service Digital Transformation, we are an Authorized and Certified KCS Training organization offering the full suite of Online, Instructor-led KCS courses and supporting consulting services. 

In addition, we offer consulting services on how to accurately measure and optimize your various service channels--Self-Service, Community, AutoSupport, Proactive Support, Agent-Assist.

Arnfinn Austefjord, President

Arnfinn has over twenty five years of leading Digital Transformations at Oracle and other large corporations.  He has led many functions, including Knowledge Management (powered by Knowledge-Centered Service), Self-Service, Communities, Auto-Support, and Proactice Support.

Arnfinn is a long-time contributor and prior Chief Learning Officer at the Consortium for Service Innovation.  He is a Certified KCS Trainer and has been awarded the Consortium Innovator Award for his many contributions evolving the Consortium's work, including defining best practices for measuring issues resolved from an organization's Self-Service and Communuty Channels.

While KCS is a critical enabler of an organization's Digital Transformation, a great Service Portal experience is an equally critical enabler.  Arnfinn has been a long-time Judge and multiple site winner of the Association for Support Professional (ASP) Top Support Site Award.  

Tools are a key component of an Organizations's Digital Transformation.  Arnfinn has led Strategy and Product Management functions for both Oracle and ServiceNow, driving the strategy, business requirements, and release readiness.

Email Arnfinn

Arnfinn is also a sought after presenter on many KCS and Service Portal topics, including:

  • Measuring Self-Service Success

    Join us for an expert presentation on good, better, and best approaches for measuring self-service success.

    We will share the latest updates of a years-long initiative by Consortium Members, including public resources and a template to measure self-service success for your organization.

    Watch the Video Here! 

  • Measuring Community Success

    Join us for an expert presentation on good, better, and best approaches for measuring Community success.

    We will share the latest updates of a years-long initiative by Consortium Members, including public resources and a template to measure Community success for your organization. Measures include number of Community engagements, success rate, issues solved by the Community, Time to Resolution, and Cost per Issue.

    Watch the Video Here! 

  • What Makes a Great Support Site

    In today’s time, the emphasis is on remote everything. Your support website is absolutely critical. Al Hahn, Executive Director of The Association of Support Professionals, interviews Ryan Mathews, NetApp's Director of Digital Content and Arnfinn Austefjord, Global Head of Certification & Training at the KCS Academy. They have both been involved with ASPs Best Support Website competition for years. Both have won this award more than once. Arnfinn has judged the competition many times . Both will share tips and implementation secrets that you won't find elsewhere.

    Click Here to Register!