In this episode of Smarter by Design, we talk with Susan Strom, Chief Client Officer at Knowledge Architecture, about the patterns she’s seen across the most successful Synthesis teams. Drawing on years of implementation experience, Susan explains how great teams build momentum, lead change intentionally, and bring people into the process one person at a time.

We explore the human side of intranet, LMS, and AI Search rollouts—what strong project champions do, how they prepare their organizations, and the leadership behaviors that consistently set teams up for long-term success. Whether you're evaluating Synthesis or preparing for a new implementation, this conversation offers practical insight into what the best teams do differently.

Susan Strom, Chief Client Officer, Knowledge Architecture

As our Chief Client Officer, Susan ensures our clients have the resources they need to be successful. Those resources include best practices, training, documentation, and a team of Knowledge Architecture experts who guide our clients every step of the way.

During her time at Knowledge Architecture, Susan has led nearly 200 AEC intranet implementations, produced dozens of intranet case studies, and been instrumental in building our client community and client success program. Her previous roles in human resources, construction management, and engineering systems at Mazzetti and Gilbane Building Company allow her to draw upon a broad range of industry experiences to help our clients succeed.

📗 "What I’ve Learned from Our Best Synthesis Intranet Implementation Project Managers" article on Linkedin

✅ Streamline Your Operations with the Essential Content Checklist

Host: Christopher Parsons Executive Producers: Denise Parsons, Christopher Parsons Editor: Coe Hoeksema Theme Song: “We Took the BART” — Written and Performed by The Parents

(00:00) Introduction

(02:48) What Does a Chief Client Officer Do?

(05:45) Inspiration for the Article

(08:27) 1: They Understand How Your Firm Ticks

(13:25) 2: They're Strong Change Leaders

(20:11) Implementation as a Professional Growth Opportunity

(22:08) 5: They Have the Time and Space to Lead

(24:20) 4: They Represent Both Practice and Operations

(29:16) 3: They Influence With or Without Authority

(31:33) When do firms struggle with implementation?

(33:26) Intranet Success Mindset Post-Launch

(36:51) Who is Best to Sustain and Grow the Intranet Post Launch?

(39:32) It's About Change Management

(43:40) The Role of the Executive Sponsor

(49:24) Just Start: The Right People Will Emerge

(50:57) The KA Community Factor

(53:10) Future Goals: Codifying Ongoing Strategy

(56:54) Closing

In this episode of the Smarter by Design podcast, I’m joined by Ellen Bensky, CEO of Turner Fleischer, and Nicole Chavas, President and COO of Greenprint Partners, for a wide-ranging conversation about what it takes to level up as a learning organization in the AEC industry.

As both firms evolve beyond primarily live and synchronous training models, Ellen and Nicole share how they’re building systems to deliver the right knowledge, to the right people, at the right time—while reducing overload and lifting the burden from learning leaders to serve as “air traffic controllers.”

We explore how integrating their learning management systems with their intranets and AI Search is helping their teams access critical information in the flow of work, as well as how that shift is also encouraging more subject matter experts to contribute knowledge, knowing it will reach the right audience at the right moment.

We also dive into the mindset shifts required to scale learning effectively. From navigating the balance between live and on-demand learning, to designing hybrid programs that combine asynchronous content with meaningful human interaction, Ellen and Nicole show how their teams are rethinking training as a design problem—one centered on empathy, access, and adaptability.

This episode is a candid, behind-the-scenes look at how two growing firms are building learning organizations that reflect the pace of modern practice, the needs of emerging professionals, and the realities of day-to-day AEC work.

If you’re grappling with learning at scale, looking to reduce information overload, or wondering how to balance video, in-person, and AI-powered tools, this conversation offers fresh insight and practical ideas.

Ellen Bensky | Principal, CEO, CFO, Turner Fleischer

Ellen Bensky is a transformative leader at Turner Fleischer, guiding the Toronto-based firm’s growth into a dynamic Studio specializing in Architecture, Interior Design, and Experiential Graphic Design. Her unique 35-year journey as a non-architect to becoming Principal, CEO, and CFO is a testament to her exceptional leadership and vision. Her innovative approach has redefined the traditional business model of the industry, emphasizing that operational teams are the foundation of a successful AEC practice rather than an overhead burden, allowing designers to focus on design. She has strengthened the Studio’s technological capabilities by developing a Digital Practice team with deep expertise, integrating advanced tools and systems to digitize both the practice and their projects.

She is dedicated to driving social change, embedding a culture of community engagement within the studio. Weaving social impact into the fabric of the studio’s culture, she empowers Studio members to give back to the communities they live and build in, in meaningful ways. Ellen is deeply passionate about education and lifelong learning. She established TF Academy to support continuous growth and development for all studio members. Her unwavering dedication to sharing knowledge and lessons learned inspires her to speak globally and challenge the industry’s status quo.

Nicole Chavas | President and COO, Greenprint Partners

Nicole is President & COO of Greenprint Partners, a Chicago-based urban planning, civil engineering and landscape architecture firm. In leading all aspects of firm operations, she brings a passion for rallying resources, talent and partnerships to scale sustainable infrastructure—a...

In this episode of the Smarter by Design podcast, I’m joined by Dan Hottinger, Principal and Director of Professional Services at BWBR, and Kari Shonblom, Knowledge Manager at BWBR, for a deep conversation about how their firm is redesigning learning to meet the realities of today’s AEC industry and the expectations of the next generation of talent.

Dan and Kari take us inside BWBR’s Landmark Learning program, a decade-long effort to help emerging professionals build judgment, confidence, and technical fluency faster than experience alone would allow. We explore how BWBR uses quality assurance (QA) and construction administration (CA) feedback loops to identify recurring gaps in practice, translate real project issues into targeted learning, and continuously evolve what and how the firm teaches technical skills to emerging professionals.

Along the way, we talk about how learning itself is changing. As the next generation of AEC professionals has grown up searching first, watching short-form videos, and expecting knowledge on demand, BWBR is rethinking traditional training models. Dan and Kari share how the firm is experimenting with shorter, more focused content while preserving the value of longer, story-driven sessions where context, judgment, and tacit knowledge can be shared.

The conversation also explores a hybrid approach to learning: pairing on-demand resources with live discussion, designing learning paths that evolve across career stages, and connecting technical instruction with the softer skills—such as communication, leadership, and decision-making—that become critical over time. At the center of it all is a simple but demanding idea: learning only matters if it shows up as improvement in the work.

This episode offers a behind-the-scenes look at how learning, QA, and career development can be woven into a single system that allows BWBR to develop talent from within, adapt to changing expectations, and build resilient expertise over time.

If you’re thinking about how your AEC firm can redesign learning for a new generation, connect knowledge management to real project outcomes, or move beyond training as a one-off event, this conversation is for you.

Dan Hottinger | Principal, Director of Professional Services, BWBR

Dan’s attention to detail has served him well throughout nearly three decades at BWBR. He specializes in projects that have highly technical requirements and logistical challenges, providing hands-on management on total project design and documentation, effectively orchestrating collaboration between the in-house design team, engineering/specialty consultants, and contracting partners. Dan brings his passion for teaching into the development of BWBR's learning initiatives such as the Landmark Learning Sessions.

Kari Shonblom | Knowledge Manager, BWBR

Kari Shonblom is a Knowledge Manager at BWBR, where she leads intranet development and advances knowledge-sharing and learning initiatives across the firm. A systems thinker with a passion for data and process improvement, she bridges big-picture strategy with thoughtful, practical execution – connecting people to the resources they need to work better, faster, and smarter.

📺 Teach Them How to Fish: Enhancing Technical Learning with KM Strategies (KA...