October 2025

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GenSearch Customer Panel: Where are they now?, Behind the Report: How customer feedback shaped the Cornerstone Content Report

October 23 - GenSearch Customer Panel: Where are they now?

Meetup Highlights:

Panelists Represented:

Rod (Aria Systems)
Matt & Aliya (Model N)
Heather (Nelnet)
Adam (NetSmart)

🚀 1. GenSearch Launch Recaps

- Aria Systems launched to all customers in August after internal testing and feedback.
- Model N launched in September with a phased rollout and strong internal collaboration.
- Nelnet & NetSmart launched in July, both supporting internal and external audiences.

📣 2. Communication & Awareness Strategies

Internal Rollouts included webinars, town halls, and phased testing with support teams.
Customer Communication varied
Model N used in-app messaging via Pendo and a company-wide town hall.
Nelnet & NetSmart showcased GenSearch at their user conferences with live demos.
Aria launched a quarterly newsletter focused on findability and GenSearch tips.

🧠 3. Training & Adoption Tactics

Tips for Asking Better Questions were embedded in the UI to guide users from keyword searches to full queries.
Pendo Tooltips & Feedback Forms helped teams gather insights on why responses were marked unhelpful.
Model N created walkthroughs and resource centers to onboard users effectively.
NetSmart added instructional sidebars and tracked behavior patterns to improve search outcomes.

🧹 4. Content Strategy & Cleanup

Common exclusions included:
Release notes (to avoid contradictory answers)
Large tables and code-heavy articles
Sensitive healthcare content
Nelnet used banners to bridge legacy terminology with new naming conventions.
Model N leveraged tagging and permissioning to tailor content by product and release version.

📊 5. Feedback & Metrics

Most teams reported low feedback volume (~1–2%), with a mix of helpful and unhelpful ratings.
Key insight: Negative feedback often pointed to vague queries or gaps in documentation—not GenSearch itself.
Completions reports were used to identify content gaps and improve documentation.

💡 6. Lessons Learned

Turn GenSearch on by default when possible, with a toggle for opt-out.
Educate users continuously—training doesn’t stop at launch.
Tailor strategies to your audience—some groups may need more guidance or prefer opt-in experiences.
Community collaboration matters—panelists praised the Expert community for shared learning and support.

October 28 - Behind the Report: How customer feedback shaped the Cornerstone Content Report

🔍 Meetup Highlights:

Presented by Jackie Pines, Product Manager at Expert

Purpose of the Session
- Jackie introduced the Cornerstone Content Report and explained how customer feedback directly influenced its development.
- The goal: Help teams identify high-priority content and support AI-powered workflows like Gen. search.
How Reports Are Prioritized
- Reports are shaped by cross-functional collaboration, especially with engineering, data analysts, and the Product Engagement & Strategy team.
- Jackie’s background as a Customer Success Manager helped her bring real-world customer insights into product development.
Key Features of the Cornerstone Content Report
- Combines metrics from multiple existing reports (Page Views, Session Insights, Search Insights).
- Includes Gen. search engagement data to reflect how content is surfaced in AI responses.
- Filters allow users to drill down by:
  - Date range
  - User type (internal vs. external)
  - Page location (based on site architecture)
  - Engagement channel (e.g., search, referral)
Use Cases
- Identify cornerstone content for different audiences.
- Prioritize articles for Gen. search adoption.
- Support content audits with update status indicators.
Demo Walkthrough
- Jackie showed how to use filters to isolate content by category, subcategory, and engagement type.
- Explained how update status is calculated (e.g., edited within the past year).
- Highlighted how Gen. search metrics may differ from traditional page views.
Customer Feedback & Future Enhancements
- Requests for:
  - Reverse search insights (see what terms led users to specific pages).
  - Better tracking of reusable content updates.
  - Visibility into pages with zero views.
  - A potential “audit event” to distinguish meaningful updates from minor edits.
- Jackie confirmed these ideas are being considered for future iterations.
Report Availability
- Enabled on all customer production sites as of October.
- Data starts from September 2025 (can be backfilled upon request).
- Updates nightly with a 24-hour refresh cycle.