CX Leaders Spoke at the Summit: Here’s Why It Matters to You

By Jason Carre

Earlier this month, our team headed to Customer Success Summit Boston, where hundreds of customer experience (CX) and customer success leaders gathered to discuss what’s next for the industry.

We spent two days listening to the questions, challenges, and ambitions shaping how companies serve customers in 2025 - and one theme came up again and again: keeping knowledge bases accurate and up to date.

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1. Everyone knows the knowledge base is crucial - but it's getting harder to maintain it

CX leaders all agree that the knowledge base is the foundation for both customer self-service and the performance of their AI tools. A well-maintained knowledge base empowers customers to solve problems independently and provides the source material that chatbots and copilots rely on to give accurate answers.

But despite knowing how important it is, leaders are exhausted by the effort required to keep it current. Content quickly becomes outdated as products evolve, and teams spend countless hours manually updating articles - time that could be spent improving the overall customer experience.

2. Why keeping knowledge updated is so difficult

The biggest challenge we heard is simple: technology changes faster than teams can document it.

Whether it’s a dedicated technical writing team or CSMs maintaining documentation on the side, keeping pace with product updates feels impossible. Even identifying what needs to be updated is a challenge - with thousands of customer conversations and support tickets each month, no one has the bandwidth to manually find emerging gaps or new pain points.

3. The impact: frustrated customers and wasted resources

When knowledge bases fall behind, customers can’t find the answers they need - so they turn to live support. That floods communication channels, drives up ticket volume, and slows down response times.

At the same time, companies investing heavily in AI tools like chatbots and copilots see disappointing results because those systems are drawing from incomplete or outdated content. The result is a double loss: support costs rise while technology ROI falls. Huge amounts of time and money are wasted on problems that could have been avoided with better, continuously updated knowledge.

4. How Ariglad is changing that

At Ariglad, we’ve built a solution that removes the manual burden of maintaining knowledge bases. Our platform automatically analyzes customer support tickets and identifies where information is missing or outdated. It then fills those gaps with accurate, AI-generated content that’s reviewed and approved by your team.

Our customers are seeing measurable results. Everbridge, an enterprise organization, reported a 243% ROI after implementing Ariglad — reducing their time to create new articles from two hours to just minutes.

With Ariglad, CX and support leaders can finally keep their knowledge base aligned with the pace of their product — without the constant maintenance struggle.

Ready to see what’s possible?

We’ve summarized the biggest takeaways from Customer Success Summit Boston — plus the key CX and AI trends shaping 2026 — in a concise one-page brief.

👉 Book a personalized demo to see how Ariglad can help your team turn knowledge management from a burden into a competitive advantage.