In this SSW Spotlight episode of Bytes and Banter, we feature the team from Kwik Trip to explore how they built a sustainable knowledge culture. Supporting over 900 retail locations and campus environments, they share how knowledge moved from a "nice to have" to a critical foundation for service consistency and operational excellence. In this episode, we discuss how they: - Train IT teams to create and use knowledge effectively - Tailor content for different audiences—from call center to Level 3 engineers - Embed knowledge into daily workflows so it becomes second nature This isn’t a finished story—it’s an evolving journey. You’ll hear honest insights into what’s working, what’s changing, and how they keep knowledge fresh, relevant, and actionable. You’ll learn: - The role of a Knowledge Team in driving accountability and consistency - Practical ways to keep knowledge current and embedded in daily operations - How to train teams to write clear, audience-focused content - How knowledge can improve both employee and customer experience Whether you're building a knowledge program from scratch or refining an existing one, this episode offers real-world lessons you can apply right away. About the SpeakersEmily Healy is the IT Retail Services Support Manager at Kwik Trip Inc., where she supports technology across more than 900 retail locations. With eight years of IT experience and five years at Kwik Trip, she brings a practical, people-first approach to systems supporting fuel, POS, and networking. Known for her collaborative mindset and creative problem-solving, Emily helps keep both technology and teams running smoothly. Outside of work, she enjoys traveling and working on construction projects with her family—and is a proud Detroit Lions fan (a bold choice for someone living in Wisconsin). Ben Smaby is the IT Service Center Supervisor at Kwik Trip Inc., with over eight years at the organization and nearly two decades in IT. He leads the Corporate Service Center, overseeing Helpdesk, Desktop, Training, and Knowledge teams that support corporate offices, distribution centers, and production facilities. Ben is known for his thoughtful, grounded leadership style and focus on operational excellence. Outside of work, he enjoys gardening and spending time with his wife and two kids. Layla Lunde Layla Lunde is the ITSM Knowledge Process Owner at Kwik Trip Inc. With a background in education and a Master’s in Instruction, she is passionate about making knowledge accessible, actionable, and effective across teams. Outside of work, Layla is a parent advocate, board game enthusiast, and gamer. 👉 Join this session at Service & Support World (Session 403): https://schedule.hdiconference.com/session/session-403-built-to-last-creating-a-sustainable-knowledge-culture-in-it-support/916948 👉 Learn more about Kwik Trip and their story: https://kwiktrip.com/our-story ---------------------------------------------------------------------------------------------------------------------- HDI Local Chapters is an all volunteer not-for-profit that brings Technical Support professionals together to connect, share and discuss common challenges, and learn from industry innovators and each other --- https://www.hdilocalchapters.org ----------------------------------------------------------------------------------------------------------------------- Bytes and Banter Podcast Team Creative Producer/Host: Rocky McGuire - https://www.linkedin.com/in/rockymcguire/ Executive Producer: Terri Oropeza - https://www.linkedin.com/in/toropeza/ Associate Producer: Colleen Rush - https://www.linkedin.com/in/colleen-rush-3603241/ Associate Producer/Alternate Host: Technical Producer: Dustin Canter - https://www.linkedin.com/in/dustincanter/ Podcast Operating System: https://www.PodTechs.com Post-Production: https://www.PodTechs.com
