2025 Schedule
Session 402: Culture First: How Home Depot's 'Knowledge Cluster' Reimagines Swarming in IT Support
Kent Yuen (Product Support Sr. Manager, The Home Depot)
Kara Bereman (Technology Director, The Home Depot)
Date: Thursday, November 20
Time: 10:15 am - 11:15 am
Pass Type: Core Pass, Premier Pass, Premium Learning Pass - Get your pass now!
Track: Optimizing Culture and Leadership
Session Type: Case Study
Vault Recording: TBD
Audience Level: All
Our Knowledge Cluster reimagines swarming in IT support to enhance collaborative problem-solving and professional growth. This innovative approach aims to increase efficiency, improve customer satisfaction, and enhance employee experience. It turns out the key to our success in this journey was not primarily the tools, processes, or even the knowledge we had. Rather, it was the physical and virtual proximity, our culture, and most importantly our associates that made all the difference.
Takeaway
Commit Completely
- Communicating vision
- Be honest and transparent
- Dive in
- Be patient
- Be flexible
- Focus on Culture and People