By Josh Peacock In Events, Support Driven | August 2025
Recap: The 2025 Support Driven Expo in Vegas
The halls of UNLV in Las Vegas were full of ideas and inspiration this week as the Support Driven Expo brought together the customer support community to exchange insights and share real-world experiences.
The programming centered around six core tracks, each packed with practitioner-led sessions from experts who live and breathe the work every day:
From strategy deep-dives to real-world cautionary tales, once again the Support Driven Expo delivered on its promise of practical, actionable learning.
We can’t thank the awesome list of speakers enough for being so generous with their insights and being so willing to share their experiences. And we did want to highlight just a couple of those talks that we really enjoyed, including:
How Notion CX Tamed the Multi‑Tool Monster and Transformed Our Support Stack
Dianmarie De Jesus | Content Program Manager, Internal Documentation at Notion
Dianmarie’s talk outlined how Notion’s CX team successfully consolidated their sprawling set of tools by migrating their knowledge base into Notion itself. The talk touched on a problem many knowledge management teams face and touch on some of the key considerations the Notion team addressed to ensure a structured approach to the migrations — from organizing collections and permissions first, applying a style guide with AI-powered search and A/B testing, and collaborating with SMEs to review, format, and verify content. To build trust and maintain knowledge quality, they implemented a 90-day verification cycle with help center audits, used visual cues from product screenshots to identify if content was out-of-date and established clear ownership and accountability across the team. The results were significant — a 73% increase in page views in the first month, 7K unique views, and consolidation of multiple tools into one.
Get the Word Out — Disseminating Information to Your Support Team
Cora Van Leeuwen | Support Specialist & Knowledge Expert at YNAB
In this talk, Cora shared her insights on optimizing documentation workflows with improved communication strategies. Cora set the scene by providing some real-world examples of how poor communication strategies can lead to frustration and disconnect internally across the teams, tips for improving these communication strategies and, importantly, how one might go about implementing these strategies. Walking away from the talk, Cora left us with three simple and actionable tips: start small and iterate, get buy-in from your support leaders, and be consistent.
Unlocking Generative AI’s Potential with KM
David Kay | Principal at DB Kay & Associates Inc
David’s talk explored the intersection of knowledge management and generative AI, and cleverly used the “hype cycle” to frame early executive-level AI enthusiasm with the practical realities of our day-to-day knowledge management work. He highlighted how today’s AI works best when fueled by well-structured, evergreen, KCS content that is rich in customer context — helping with tasks like content standardization, duplication detection, and knowledge domain analysis. Drawing from real-work client success stories, David outlined how AI and knowledge management can work together to scale customer support and amplify the voice of the customer. This insightful talk outlined how support leaders and knowledge management program managers can position themselves as the natural stewards of AI-enabled knowledge management programs — unlocking both operational efficiency and strategic impact.
A big thank you to Scott Tran and all of the team at Support Driven for putting on another stellar event! And if you missed this year’s event — you can sign up to see all the recordings from the Support Driven Vimeo page.
If we didn’t get a chance to connect at the event, feel free to connect or DM Dennis and Josh :-)