2026 Schedule

Kwik Trip's IT Support organization serves a wide range of users and systems, from retail store operations to campus-based technologies. In this complex environment, building a strong culture of knowledge has been essential to improving service consistency, reducing repeat issues, and empowering teams to work smarter, not harder.

This session shares how Kwik Trip's knowledge journey began with a single Technical Writer and evolved into a dedicated Knowledge Team, led by a Knowledge Process Owner. We'll explore how we trained different groups within IT on best practices for writing and using knowledge articles, with a focus on tailoring content to the right audience; whether it's a first level call center or a Level 3 engineer.

Importantly, this is not a finished project; it's an ongoing effort. We continue to refine our processes, update content, and encourage contributions to keep knowledge relevant and embedded in daily workflows. The result is a more informed, resilient support organization where continuous improvement happens naturally.

Whether you're just beginning your knowledge journey or looking to strengthen an existing program, this session offers practical insights and lessons learned from Kwik Trip's experience building a culture where knowledge fuels better service.

Takeaway

• The role of the Knowledge Team in driving structure, accountability, and ongoing evolution.
• Strategies for keeping knowledge fresh, relevant, and part of daily operations.
• Best practices for training IT teams to write audience-aware, actionable content.
• Real-world examples from both retail and campus support environments.