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

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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

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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

Service Management is evolving, from frameworks and governance to human experience, allyship, and the ethical use of AI.

David Barrow is an ITIL 4 Master and Ambassador, author, and consultant with more than three decades of experience helping organizations make IT feel more human.

Throughout his career, David has focused on co-creating value — not just delivering services. He is passionate about allyship, collaboration, and building service management cultures that people genuinely want to be part of. His work challenges traditional, compliance-driven approaches and instead emphasizes shared ownership, meaningful engagement, and practical application of ITIL 4 principles in real-world environments.

David is the co-author of Allyship Actually – Why It’s We and Not Me, Co-Creating Value in Organizations with ITIL 4, and An Education in Service Management. His most personal work, OH SH!T, I’ve Got Bowel Cancer, reflects his openness about vulnerability, resilience, and the human experiences that shape leadership and perspective.

Whether advising organizations, speaking, or writing, David consistently brings one central belief to his work: service management works best when it works for people.

Connect with David on his LinkedIn https://www.linkedin.com/in/davidbarrowsolsevenstudio/

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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

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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: Daniel Guinto - https://www.linkedin.com/in/daniel-guinto-7b723630/

Technical Producer: Dustin Canter - https://www.linkedin.com/in/dustincanter/

Podcast Operating System: https://www.PodTechs.com

Post-Production: https://www.PodTechs.com

What does it really mean to grow—beyond titles, certifications, and promotions? In this episode of Bytes and Banter, Rocky sits down with Varun Sharma, Delivery Operations Manager at WBM, to unpack what he calls “the lost art of growth.”

Varun shares how a last‑minute interview opportunity changed his career, why attitude, effort, and accountability are the foundation of self-leadership, and how empowering service desk analysts to own their development led to 90%+ internal satisfaction and stronger customer partnerships. If you lead a team—or want to lead yourself better—this conversation will challenge how you think about growth, trust, and what’s really possible at the service desk.

Keep in touch with Varun on LinkedIn https://www.linkedin.com/in/varunsharma2906/

Varun Sharma is a proven leader at WBM Technologies and a certified HDI Operations Manager with a background in mechanical engineering. His leadership has been central to WBM’s award‑winning HDI journey, including recognition for Best Customer Experience and Best Use of Technology.

As a Maxwell Leadership coach, trainer, and speaker, Varun specializes in personality and communication dynamics, helping teams work cohesively and navigate conflict with clarity and respect. His philosophy of “Learn, Live, and Lead” reflects his commitment to continuous growth and inspiring others to do the same.

In the past year, Varun has expanded his impact globally, speaking to organizations across North America, South America, and Asia. Through international workshops and training sessions, he equips professionals to elevate their teams and their leadership, mirroring the culture of excellence he’s helped build at WBM Technologies.

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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