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SupportWorld Live - Schedule Viewer

Covering critical topics across the entire service and support industry and serving the full range of professional needs (from senior management through to the frontline), SupportWorld Live gives you several days in a welcoming, energetic community to focus solely on delivering smarter service and better business outcomes.

Click on session titles for full session descriptions. All times noted are in PT.

Session 605: Swarming 2.0: Using KIT Principles to Solve Complex Problems

Phil Verghis  (CEO & Co-founder, Klever Insight)

Location: Grand Ballroom 112

Date: Thursday, May 19

Time: 4:15 pm - 5:15 pm

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass - Get your pass now!

Track : Optimizing the Support Organization, Modernizing Service Management

Session Type: Session

Vault Recording: TBD

Audience Level: Advanced

Some new or unknown cases are so complex, they require teamwork and collaboration beyond the usual tiers of service and support. There are incredible benefits to be gained by embracing swarming for these complex cases but swarming has limitations at scale, and a case-first approach means you may end up missing many opportunities for continual improvement across the business, not just within support.

Enter a new model: swarming with KIT principles. This model builds on the traditional swarming model and empowers individuals in a complex support environment to work as a group to cope with uncertainty and rapid change. Inspired by nature and informed by techniques used by first responders, this simple, yet powerful model embraces a knowledge-first way of collaborating that adds value to every interaction.