Practicing KCS since 2001 | Named an Innovator by the Consortium for Service Innovation
Where we come in
You've bought the tools, trained the team, and built the knowledge base. So why isn't it working? Here's where that investment tends to stall, and how we help.
AI NEEDS ROOTS
Behind every good answer is someone who knew it first.
That understanding comes from experience: the agent who worked the tricky case, the specialist who found the fix. AI may be the most powerful information tool of our lifetime, but every chatbot and assistant can only draw on what your people have lived and recorded in your knowledge base. Evergreen Shift helps your team build, organize, and maintain that knowledge, so AI gives your customers the right answers and your people stay at the center of the work.
What sets us apart
Side by side.
You’ll work with one trusted partner for our entire engagement, not a revolving door of account managers. The person who gets to know your team is the person who helps it grow.
Flexible by nature.
We don’t force change; we help you shift without breaking what already works. Every engagement is built around your team, your goals, and how you actually work, never a one-size-fits-all framework.
Evergreen by design.
We plant the seeds, make sure they take root, and your team does the growing. When our engagement wraps, the work keeps going without us.
How we work
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Start the conversation
During our intro call, we'll learn where your team is today and whether we're the right partner to help.
Take root together
Through a human-first approach to every interaction, we build trust, culture, and a strong foundation for lasting growth.
Shift together
We guide your organization through change with clarity, compassion and respect for every person in the room.
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Grow together
We coach the leaders who carry the program forward and help you measure what's working, so your team keeps growing on it's own.
Meet the owner
Jennifer Crippen
Owner, Managing Director
Jennifer Crippen founded Evergreen Shift Consulting to help service organizations move through meaningful transformation. She started her career managing a natural foods store, where she learned that taking care of customers starts with taking care of the people who serve them.
A KCS practitioner since 2001, Jennifer spent 15 years as Principal Consultant at DB Kay & Associates, leading KCS implementations, coaching program managers, facilitating workshops, and guiding clients through Salesforce Service Cloud and ServiceNow. Before that, she spent a decade building KCS at VeriSign, where the program she led became one of the industry’s longest-running knowledge management successes, recognized in a case study by the Consortium for Service Innovation.
CREDENTIALS
KCS v6 Practices Certified; KCS Certified Trainer, Practitioner, and Coach; Intelligent Swarming Architect; named an Innovator by the Consortium for Service Innovation in 2018.
IN HER WORDS
"Transformation, no matter what is driving it, is a difficult journey for humans to embark on. No one should feel alone on that journey."
OUR MISSION
We're on a mission to help service organizations move through change with clarity and build ways of working that last.
Jennifer Crippen, Owner
Let's start with a conversation.
No pressure and so sales pitch. Tell us a little about where your team is today, and we'll find a time a talk.