AI is supposed to make work easier—but why are so many organizations experiencing more rework, delays, and communication breakdowns?

In this episode of Bytes & Banter, Lisa Duerre shares findings from a global research study on AI adoption and reveals the three root causes of AI fragmentation: silos, a lack of an explorative mindset, and under-designed collaboration.

We discuss the "I, We, Us" framework for evaluating AI adoption, practical leadership strategies for creating alignment, and simple actions leaders can take in the next 30 days to improve AI outcomes.

🎙 Topics include:

• AI adoption and organizational alignment

• Leadership in the age of AI

• Reducing rework and decision fatigue

• Building a culture of learning and innovation

• The future of work

#AI #Leadership #FutureOfWork #BytesAndBanter

Connect with Lisa - https://www.linkedin.com/in/lisaduerre/

See our Research Paper - https://drive.google.com/file/d/1PonDkoNecBkh-CtwPcSQSGGOfCU5YZij/view?usp=sharing

Lisa Duerre is CEO and Co-Founder of RLD Group, a WBENC-certified leadership consulting collective that helps organizations align leaders, teams, and how work actually gets done so AI drives execution - not added complexity.

She leads applied research on AI leadership alignment and developed a practical diagnostic tool that helps leaders see where people, process, and technology are out of sync - and how that shows up as rework, delays, and missed handoffs across teams.

With 20+ years of executive experience in HR and leadership development, working closely with technical teams, Lisa brings a practical, human-centered view of what it really takes to get work done under pressure.

She works with leaders through keynotes, interactive sessions, and executive advisory to reduce friction, strengthen alignment, and help teams move faster together.

Lisa is also the host of CTRL+ALT+DELETE with Lisa Duerre™.

Media Kit: https://rldgroupllc.com/media-kit-lisa-duerre

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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

In this Bytes and Banter SSW Spotlight, we preview Session 802 with Vanderbilt University: Integrating AI: Optimizing the IT Service Desk with Chatbots and AI Agent-Assist Technology.

Rachel Kurilko and Kathleen Armour Spitzer share how the Vanderbilt IT Service Desk (Tech Hub) is bringing AI into daily support operations. They talk through what’s working, what they’ve learned, and how they’re approaching automation without losing the human side of service.

You’ll hear how chatbots and agent-assist tools are being used to support both end users and analysts, how their team is adapting to new ways of working, and what it takes to scale support in a fast-moving university environment.

If you’re heading to SSW—or thinking about AI in your own Service Desk—this is a great preview of the conversation you won’t want to miss.

🎧 Watch the full episode and get ready for SSW!

#BytesAndBanter #HDILocal #SSWConference #ITSupport #ServiceDesk #AIinIT #ITSM

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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

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

-----------------------------------------------------------------------------------------------------------------------

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