[Gainsight Pulse] Rewriting the Customer Education Content Playbook With Modular Content

Rewriting the Customer Education Content Playbook With Modular Content
Today's customers want answers—fast, contextual, and on their terms. Customer Education that is linear or locked in long videos in your Academy will be outdated in the coming years. In this session, discover how breaking content into modular, searchable micro-resources—paired with in-product guidance—can improve onboarding, support, and feature adoption. Learn how to empower users to find answers on their own, reduce support load, and keep your content fresh with less effort.

Key takeaways:

-How to design modular micro-content and product tours to scale and streamline customer education
-Tactics for how to mine Support data to proactively address common pain points
-Ways to build persona-driven learning journeys that drive faster adoption
-Smart strategies for reusing and updating content efficiently as your product evolves

Speaker: Mark Philp, Technical Content Writer @ PagerDuty

About the Speaker:
With extensive experience in technical communication and customer education, I specialize in designing scalable, user-centered learning experiences that drive product adoption and customer success. At my current position as a Technical Content Writer at PagerDuty, I create and manage eLearning courses, interactive product tours, and enablement content for both internal teams and customers—collaborating closely with product, support, and customer success to deliver just-in-time learning that empowers users and delivers measurable results. In addition to my work at PagerDuty, I am a Professor in the Technical Communications Program at Seneca College, where I teach courses on Topic-Based Authoring, UX Writing, and Technical Writing Editing. I’m passionate about helping students develop not only technical expertise, but also the soft skills and best practices needed to collaborate effectively in today’s workplace. Previously, I led product education at CrowdRiff, building the company’s knowledge base, training modules, and onboarding video content. I also served as a Technical Writer at Drone Delivery Canada, developing user documentation and e-learning resources for proprietary drone software. I’m passionate about making complex technology accessible and actionable, and I love helping teams unlock the full value of the products they use.