Scaling a Global Community: Trimble’s Playbook for Growth, Localization, and Automation

Hello and welcome to our session. We're super excited to be here today and we're going to be talking about scaling a global community and our playbook for growth localization and automation. Another fun fact about my daughter, on Monday I was practicing this presentation at home and she told me it sounded like a telephone call. I'm hoping this doesn't sound like a telephone call.

Perfect. Well, hi everyone. My name is Katie Viscaino. I'm an Associate Manager of Customer Advocacy and Community at Trimble.

I joined Trimble back in the summer of 2019 as a college intern, and then I was hired on full-time upon graduating in 2020. So since then I've spent some time working in content, social media management, but I quickly found my footing in community and I've been fortunate enough to work with Kathleen since. Awesome. I already told you I'm Kathleen Rosio, I'm the Senior Manager of Customer Advocacy at Trimble.

For some context, Trimble is a global software company that connects digital and physical worlds. I've been with Trimble for a little over eight years now. I actually started in the community space at Trimble. So I've grown our community over the last eight years with the help of my amazing team.

Before that, I worked in the marketing PMO arena, as well as customer marketing before I made my way over to Trimble. So I wanted to give you a little bit of context about Trimble itself and our community to set the stage for today. So the network is Trimble's user community for the AECO division, which stands for Architecture, Engineering, Construction, and Owner Public Sector. We are a private community, meaning you need to be affiliated with Trimble in some way, shape, or form to get full access to the community.

Then just so you have an understanding of our complexity, Trimble has over 80 products in this division, in 15 languages, and over 60,000 accounts or customers across North America, EMEA, and APAC. So you understand with this level of complexity, automation isn't a nice to have for us, it's a must have. Yeah, and so just a quick overview of what we plan to cover today. We are going to jump in on chatting about our approach to scaling across products and regions.

We'll then go into how we have implemented localized experiences within our community. From there, we'll talk about product updates and how our team is working to fight communication fatigue. Then we will head on over to our resource center, where we will highlight our learning educational materials and how we have that structured. We'll then show you how our team is using AI currently, and how we hope to use it more in the future, and then we'll wrap up by sharing our five secrets and our Trimble playbook.

So to kick things off, let's take a look at our approach to community migrations and how we have scaled across products and regions. So at the time of our first community migration, our community experience was very fragmented. We had four products, we had one language, and we had done one community migration essentially from our previous platform into GainSight CC. As we began the expansion process across all of AECO, it became apparent very quickly that we needed a repeatable framework and process for all of our future migrations.

All right. I'm going to talk a little bit about expanding the network. I'm not going to go too deep here because I know most of you have established communities or have communities already going, but I wanted to tell you about the framework we used and some of the things that we did to be successful in our migrations. So first, establishing a repeatable framework is essential.

So we started by getting a team, a task force if you will, a group of stakeholders from different divisions, depending on the product group, this can include CS, support, customer success, product, product marketing, sometimes professional services, so it really just depended. Once the group was established, we dove deep into discovery. What that looked like is we learned about, were there language requirements? What languages, what regions were they in?

Were there existing legacy communities that we had to take into consideration that we were doing migrations from? Were there other platforms? What were our hurdles that we were going to face? So we got that all defined.

Then we created our project plan, our content map, and our timeline. Important here for me and our team, and maybe I'm old-school, but we defined a race. So who on the task force was responsible, accountable, consulted, or informed? This really eliminated some of that, who's responsible for what, and really helped the team to come together cohesively.

Perfect, and so yeah, that was a high-level overview. We're happy to answer more questions or dive into that deeper off to the side later, if that would be helpful. But yeah, after we had a few migrations under our belts, and we began to introduce customers from all over the globe, localized experiences became a huge focus of ours. And so when it came time to be considering the localization part of our community, we were in what we call the early expansion phase.

So at this point in time, we had 24 products in the community, three languages, and we had completed four community migrations. And so this was our first time ever having a large number of non-English speaking customers in the network. So we really had to begin thinking about how we were gonna make the platform more user-friendly and accessible to our now global community. And of course, the biggest way we do that is by launching new languages in the network.

And just a quick note here, for us, localization means full translation of all content across entire platform, user interface included. And if you've ever enabled a language and gain site, you know that there's a large chunk of the user interface that does not translate. And then we also have a singular set of categories across our discussions and then our resource centers. So I know that gain site gives you the ability to have different categories per language.

We have one set, all users have access to them regardless of the products they use or the regions they are based in. So it's super important to us that our customers have a fully translated experience when they're there in our platform. And Kathleen will dive in a little bit deeper into that next. And then in addition to that, on the language homepages, we do filter the dynamic content widget and then the recent activity feed to only pull in posts, posted in product categories sold in regions where that language is spoken.

So if you speak Dutch and you have that selected as your language on the Dutch homepage, those posts will only be applicable to products that are available to you. However, if you're interested, you can still go into our discussion categories and resource center and explore the full scope of Trimble. Yeah, absolutely. And then diving a little bit deeper, so I'm gonna talk to you about how we use phrases as well as the AI translation tool.

So as Katie kind of mentioned, out of the box CC handles some translation, but for us global means leaving no stone unturned. So we use phrases to manually capture any custom UI elements, button, navigation label, anything that isn't automatically translated. We collect that into a spreadsheet, a little bit of a manual process there, but very, very important. Once we have that all consolidated into a spreadsheet, we use an API to push that information, those translations into the system.

And this really ensures that the interface feels native rather than robotic to people that are coming in from other regions. And then I also wanted to mention, we do lean heavily on game site CC translation or what's called AI translations. And what we found is this really allowed us to scale globally since AI handles all the heavy lifting of the grammar part, that allowed us to keep the human element of moderation in there. And then localized custom pages, I wanted to tell you a little bit about, this is really cool.

So we refer to this as our native experience. So here we don't just mirror the English side, we created a unique custom page for every language. Typically we feature this on the product category page in the forum section. And this ensures that when a member enters from their region, the product space looks familiar to them.

You can think of this as like a local concierge of sorts. It includes regional links, things to support, links to support, links to other portals where they get downloads, things like that. And what we found is this really reduces the click to value for our global members. And this also allowed us to scale while protecting our architecture.

So by offloading some of those details to these custom landing pages, we were able to keep the main site product agnostic. Perfect, so at this point in our journey, we were shifting heavily into a standardization phase and we were slowly figuring out what was working in our growing community and also what was not working in our growing community. And product updates and communications was one of those spaces. So again, an expansion and standardization at this point in time, we had 40 products live in our community, four languages, and we had completed seven community migrations.

Our product updates were disorganized and customers were letting us know. They were not finding what they were looking for. Customers were also asking for a way to subscribe to individual product updates, not just hit that one product subscribe button on the product updates page that would subscribe them to all 40 products when they only used two. They wanted a way to subscribe to individual products.

And so while we're all forgetting information out to our customers, we also wanted to be cautious of communication fatigue and not irritating our users by sending them yet another email. Exactly. So defining our product areas. So as Katie mentioned, here we didn't guess, right?

We went out to our users, our members, we asked them, how do you wanna receive this information? How do you need to see it? What makes most sense to you? So they let us know.

So with their feedback, we created a member driven architecture and defined product areas based on their direct, directly what they told us. We implemented an intuitive navigation by keeping things in alphabetical order. What we found is this simple rule removes any biased, no product, no one product is more important than another. It also made discoverability super easy for our users.

And then we also implemented scalable grouping here. And what that looked like is using product specific drop downs that allow us really to house a massive portfolio without cluttering the UI. And then I wanted to tell you a little bit about the custom subscribe feature that we built. As Katie mentioned, out of the box, product updates has the subscribe button at the top of the page, but we knew as we were scaling and you were up to 40 products now that this wasn't going to be sustainable for us, right?

That would mean customers were getting emails that had nothing to do with the products that they were using. So we came up with a custom solution. So members can opt in specifically to products that they use and only get notifications for what they care about. We did this by creating a product updates, a subscribe product updates field in the user profile.

And then we added an option for every one of our products in there. And then important here is we set the visibility of that field to private. So it kept the members profile clean for the public, but it gives us the data that we need to be able to reach out to them. So it really gave us that precision targeting.

So when a product update was released, we could send a notification only to that specific group. So they weren't getting spam. They were only getting what they want, what they need. And then communication opt in.

So here this kind of goes without saying, and if your community is anything like ours, you're going to need to tell your members once, twice, 10 times, but they control this. So I can't overstate the impact of giving customers full control over their experience. So by moving to the custom subscribe model, we transformed product notifications from that potential spam into highly sought after value. This also helps create a trust loop with your community we found.

So members trust that our community is going to give them the relevant information they need and not a bunch of miscellaneous emails. So by moving to this high signal, low noise model, we saw open rates and click rates go up exponentially. In some cases, we saw an increase by 50 to 80% across our product portfolio. So again, you have to remind your members over and over that they control this.

Yeah, and so as we had figured out what worked well for product updates and communications, we soon moved onto our resource center. And just quick note, resource center is knowledge based out of the box, but we rebranded it and called it a resource center because Trimble has a separate knowledge base and we wanted to eliminate any potential confusion. So we moved onto a resource center, which was again disorganized. We were hearing from customers that they were struggling to find what they were looking for.

So we completely revamped it. And so again, so in the expansion and standardization phase, at this point, we had 52 products, four languages, and we had completed an eighth community migration. Customers were asking for more and more product learning and educational materials. And then we were receiving feedback that the layout that we had at the time was not working.

Customers did not know where to find things. They couldn't find what they were looking for, just consistent feedback there. So we decided again, completely overhaul it. And we designed a space that better fit our customers' needs.

And we designed it purely based on their feedback. Yeah, so to reiterate, with member feedback in hand and also a close partnership with our developers, we designed this plan based on, to redesign the resource center based on four strategic pillars. And I just wanna say our resource center, so out of the box, GainSight CC calls this knowledge base. So just know we renamed it resource center.

So that's the area of community we're talking about today. So what we did, again, based on our customers' feedback is we organized product first organization. So moved away from content type structure to a product centric one, aligning the architecture with how they actually think. And then we built a custom top 10 feature.

I'm gonna let Katie dive in deeper to this, but this is really cool. But this feature in the resource center, not only pulls aggregates information from community discussions, but it also aggregates data from every source connected via our federated search. And then we integrated custom training calendars directly into the resource center product pages. And this highlights where our trainers have, our educational teams have training available or what they're building.

And then finally we incorporated onboarding and lifecycle materials. So we can really concentrate on meeting our customers wherever they're at in their post-sale journey. Yeah. And Katie's gonna dive in deeper to each of those four.

I am. Okay, organization wise, as Kathleen mentioned, we took a product structure. So everything is organized alphabetically. We also incorporated product logos into each of the categories.

So there was a visual element. Eventually we will be at 80 something products. So we want customers to be able to quickly find the product that they are looking for. We also condensed the categories.

So regardless of whether a customer is on a desktop or a mobile device, they get the mobile view. Again, 80 products with those larger blocks, that's a decent scroll for the people who are at the bottom. So by condensing them, we just make it easier for customers to navigate. And then when you click into a product, we've established a set of subcategories and we have six standard categories that we have for most products.

Onboarding, e-learning, training videos, help user guides, pro tips, and then certifications. And some products have other subcategories that just kind of depended on what was available for the product when we redid the resource center. And essentially when we did this revamp, we reached out to all of the product teams individually and said, you have until this day to give us the resources for these categories. And thankfully most of the product teams met our demands and gave us the content we needed.

So we were really able to build out a robust resource center that our customers were asking for. And we were able to give them simple, easy, clear navigation so they could just find what they needed right away. And then top 10, this is one of my favorite features and I think I can speak for the rest of the team as well, that they love it. So this was based, again, customer feedback.

Our customers were asking what content other users were interacting with and then they also wanted a way to see popular content from other tremble sites. And so we worked with our web developer to put together this top 10 feature. And so what this does is it pulls in the top 10 pages with the highest engagement from the network, Tremble Help, which is our knowledge-based site, and then Tremble Learn, which is our education and training site. And it's different for every product.

So if you click on Vista, it pulls in the top 10 from those three sites specifically for Vista. If you go and click on Project Site, it does the same for Project Site. So every product serves up something different and it's based on user activity from the past 30 days. So it's constantly being refreshed on a daily basis.

So what's there one day will likely be gone and replaced with something newer the next day. And this has just been really helpful in providing our customers with a well-rounded one-stop shop experience. And also connecting Tremble resource platforms too. So again, we use right now Federated Search and that's what helped us build the top 10.

Yeah, and then training calendars. We were super excited. Our learning and enablement team actually came to us with this idea and we were thrilled to make it happen. And so basically they wanted a way to get new and upcoming trainings in front of our customers.

So they created a Google Calendar that highlights all of the upcoming trainings for the next few months. And then we embedded it into the resource center pages. So customers can click into their product. They have the subcategories, they have the training calendar and then they have top 10 below all in one spot.

So it shows upcoming trainings. It can be viewed by day, by week, by month. It can also be added to a work calendar so customers can view it in one spot there. And then the coolest thing is that if a customer clicks on a training that they're interested, it takes them directly to our Tremble Learn platform where they can then learn more and register for the course.

So again, going back to that one-stop shop, this really has been an exciting feature and customers love it. And then just to wrap this section up, again, I'm beating a dead horse here, one-stop shop. That is our goal. We want all of our customers to find value in community.

And I think that often when we think of community, we think of conversation and connection. However, it's important for us to consider that not all of our customers are interested in discussions or connecting with others. And so when those customers come into the community, we want them to find something that provides them with value. So having a resource center and product resources allows us to provide a high-value community experience in a non-discussion format, which is why we include our onboarding materials, our CLM materials, the training calendars, we promote office hours.

We do everything that we can to bring all of these resources into the community to be that front door for our users. Yeah, and I noticed our slide is messed up here. So you know a human put this presentation together. Not done by AI.

Okay, so speaking of AI, AI now in the future. So we're gonna talk to you a little bit about where we've found value with AI and community engagement today, and maybe where we didn't. And also we wanna share with you what's happening now and what's happening in the future for us at Trimble and our community. So at this stage of the journey, it's all about optimization.

So at this point, we're up to 60 products, four languages under our belt and nine migrations under our belt. So really it's all about how can we find efficiency, augmentation, impact, how can we find ways to automate repetitive administrative parts without losing the human element? Most important without losing the human element. Okay, so we're gonna talk to you about six different places here.

I'm gonna touch on the first three. So first off, gamification. So I know a lot of you are probably already doing this, but if you're not, AI can be a great brainstorming partner with the right prompts. Generating fresh ideas for our brand awareness campaigns, our contests, things like that.

And one trick that I found is ask AI, put your prompts in, ask them for the sky first. So maybe ask them for 20 ideas and then take those 20 ideas, look through them, come up with a couple more prompts, like maybe this is what our budget or we wanna recognize 15 customers, put it back through AI and you'll be really surprised at the results you get. But we found it to be a really good partner. I also wanted to talk to you a little bit about our evolution of our quick tips or getting started area of the community.

So when we first launched community, we set up this great section for getting started to help our members get up to speed on the different features and functions of community. These were all in separate posts, little digestible posts. So we thought this is a great way to get the information to our customers, right? Not really, because they don't wanna read, right?

So Aisha over here, our resident community vibe coder, she took it upon herself to come up with a way, how can we turn those tips into video series? So she developed a repeatable framework for this using Google AI studios for vibe coding to build the foundation, using Google Voice for the professional AI voiceover. And then what this gave us is kind of those high quality snackable video content pieces that in a fraction of a time of writing and putting up a post. Also, we're seeing a huge increase in engagement and participation and customers are really starting to consume these.

Did you wanna talk about AI translations? Oh, AI translations. I did wanna talk about AI translations. So really quickly, just circling back.

So AI translations, we really use this as kind of our great, the grammar part. We don't wanna take the human element out, but we don't want our moderators to be fixing commas in posts. So we really lean on AI translation for that. Yeah, and then AI answers was the fourth.

I mean, this is, I believe, a newer feature in Gainsight. So hopefully you all have seen it in your own communities, but it's one of our favorites. So now when users search inside the community, AI answers pops up at the top, which provides a summary of the topic that was searched. So our users can now search super complex technical topics or ask really in depth questions.

And the answer is summarized into a scannable few paragraphs or bullet points. Yeah, and like Kathleen's mentioned a few times, we use federated search. So AI answers pulls in content from the network, Trimble Help and Trimble Learn. So this tool has given us the ability to provide our users with real-time results from multiple data resources within Trimble.

Yeah, okay. I'm going to talk a little bit about AI or AEO, so Answer Engine Optimization and full disclosure here in community, we're still in pretty early stages, but I wanted to share with you today some of the things that we've done quickly to give us wins and make our content more searchable by AI sources. So AEO for us is arguably more important as a private community because Google isn't out there, helping search for us. So we really need to own our internal discoverability since our community is private and not indexed by Google, that's really, really important.

Also next, the zero-click experience or what we call the zero-click experience, AEO ensures that members type in a question in the search and they can instantly pull clear-sighted responses from discussions and from documentation as well as our federated connections. And then trust in citations. So as Katie mentioned, GainSight's AI answers pulls in snippet sources. So AEO really helps make sure that those answers are getting pulled in.

And then three quick things to let you know. So with our content and structuring our content, we look at the structure. So using keywords and titles, using keywords and meta descriptions, we've also found that QA format works really, really well to be searched by AI tools or posting a clear question at the top of the post with kind of a TLDR response is another great way to go. Another thing not to forget about is authority.

So in community, as you know, as questions are answered, you can mark those as best answer. So make sure you're doing that because when you do that, AI sees that text as the best answer and will provide that higher up in the search rankings. So make sure you're utilizing that. Yeah, and then number six is AI moderation.

So again, another newer feature within GainSight, I'm sure you heard about it in the keynote earlier, but this tool allows us to enforce our community code of conduct and rules of engagement. So we have that copy uploaded into control. And so now anytime a user posts in the community, AI moderates it and flags anything that potentially goes against our rules of engagement or code of conduct. And thankfully we don't run into this often, but when we do run into, you know, a troublesome post, it gives our team time to address it and handle the situation in a non-public manner, which we really appreciate.

And then number seven, voice of customer. And so this is essentially how we use AI to pull voice of customer sentiments from raw and unprocessed data. So we use Domo to pull the data and then what would normally take days to manually sort through, we are then able to input into Gemini using gems and Henrik, who's up here, can tell you all about that because he set that all for us. And it pulls out insights within minutes.

So there are three main gems that we're currently using. First one being product launch, feedback and early warning. So we're able to take discussion data and input it into the gem and it will tell us, common feedback from a product. It might, it can also help establish those early warning signals like, hey, this is a common problem, it might need to be addressed.

And so then we can pass that onto our product teams. Content gap analysis for training and enablement has also been incredibly helpful. Again, we're able to take the discussion data, put it into the gem and it's able to show us where there are gaps in our product training. So we're able to pass it onto our training teams so that they can further develop our training courses and other learning resources that are available to our customers.

And then last is executive analysis. So we use these gems to pull high level data for our leadership and executives. And this comes in handy at QBR time. It sure does.

Okay, so I'm gonna tell you a little bit about future state for the network. So first off, future state. We want to make sure that we continue to protect those high touch moments. So really leaning on AI to handle the data, but not replace the authentic thank yous or the deep relationships that we're building with our customers through community.

And then a little bit about our agentic search evolution. So we'll be moving beyond federated search to using an agentic agent force AI assistant that can help us be proactive or help be a proactive partner in helping our members find the solutions quickly. And then another thing, AI powered synergy. So this is an area we really wanna focus on.

So transitioning from finding content to finding people, using AI to suggest suggestions between members that are using similar products or workflows. And then finally, a social catalyst. So using AI as a knowledge bridge to really lower those barriers of entry, making it easier for members to be brave, helpful, collaborative, synthesizing data from those discussion ideas and product telemetry will give us the data we need to do that better. All righty, so to wrap things up, we are excited to share the Trimble Playbook, our five secrets for scaling growth, localization and automation.

And so here's just the final snapshot of where our community currently is. We're in the final stages of expansion. We currently have 70 products and we're currently in the beginning stages of migrating another handful. We have five languages.

I'm working on three more right now, so that will soon be eight. And then we have completed nine community migration. So it's really exciting and kind of crazy to see the numbers on those first slides to these numbers now in about a year and a half. We grew from what, 8,000 users to almost 74,000.

So it's been a lot of growth in scaling. Yes, so without further ado, the Trimble Playbook secret number one, the clean move strategy. So curate, don't just migrate. I think I mentioned this when I talked about migrations quickly, but the secret here is really treating migrations as a strategic reset.

So don't just data dump, just don't take everything from one legacy platform and dump it into a new one. Really take the time to curate and that's where your task force or that stakeholder group is really gonna come in handy. Success isn't moving everything. So just remember that.

It's really ensuring that from day one, it feels organized and it offers value to your users as they're coming in. So just remember strategic reset versus a data dump and curated day one experience. So prioritizing value over volume, ensuring the environment is organized in a way that customers can get value right away. I know we're hearing that message in a lot of sessions.

And then secret number two, localization and translation nuance at scale. So scale globally and leverage AI for speed and grammar, but keep your human moderators for that cultural nuance and trust. So use AI to translate what needs translated, but then involve your regional stakeholders to ensure the accuracy, to ensure nothing was lost in the translation. And then use your custom pages to create landing pages with links and resources specific to products and regions.

This allows you to maintain a global unified community on your homepage and upfront, while also giving your regional users a page that's built specifically for them. Secret number three, so signal over noise. So this is the power of the granular opt-ins I talked to you about. So obviously as we scaled, product updates became hidden and notifications were looking like spam to our customers.

So giving members control via custom subscription feature is really the key here. When members got only the content that they wanted, they needed, they opened it, they read it. So what this did is it really eliminated the notification fatigue. They trust us.

They know that we're delivering them something important. And then drive high signal engagement. So empower members to follow only the products that they use and they own. Perfect.

And then secret number four, integrated learning loops, no more silos. So pull in your support, your training, your community into a singular destination, that one-stop shop, your front door, give your customers a space to find everything that they need and quick and easy access to your other resources. So again, embed your training calendars, promote your office hours, integrate education platforms and trainings directly into your discussion workflows, bring all of your siloed resources into one location. Again, that one-stop shop.

Okay, and finally, secret number five. So AI is a social catalyst. So I kind of touched on this a little bit, but really lowering that barrier to entry, using AI for the technical summaries, the grammar polishing to reduce member or contribution anxiety and foster a braver, more collaborative community, and scale efficiency to keep the empathy. So use AI to bridge the knowledge gaps while empowering humans really to focus on the high touch advocacy and champion relationships that AI simply can't do.

So there you have it, the five secrets. Yeah, and we... (audience applauding) Thank you. And before we start questions, just one thing that I wanted to mention is, so when Katie and I were putting this presentation together, as I mentioned, we launched our platform in October of 2024.

So it's been a little over a year and a half. And this is the information I would have wanted to receive two years ago. So hopefully you found some helpful nuggets in there. Yeah.

Thank you, Kathleen and Katie. We do have their email IDs in case you all wanna reach out to them. So I'm not gonna post the session for any questions, but we'll take a few questions here right now since we do have some time. The first one is, with so many product lines, are you worried about having ghost areas where some product communities are more active than others?

No. (laughs) It's not, I don't think a super huge concern of ours. We have some super small products and we have some super massive products. So naturally that's going to happen.

And I mean, we do our best to facilitate discussions and ensure that there's resources for all of our products in the community. And it's up to our customers on how they choose to use those. So some customers, some customer groups are naturally a little bit more quiet than others and that's fine with us. Yeah, we just make sure that every group has resources.

They have valuable content to get out. Yeah. Amazing, thank you. How do you decide what should be custom built versus handled out of the box?

That's a great question. And how we decided is we ran into roadblocks with what was out of the box and we knew we wanted to better the experience for our users or make it work for our company in scaling. So that's where we decided, that's how we decided what to customize, what not to customize. As you can imagine with the number of products we had, we have, we had to do something with the navigation.

We had to do something with product updates. Out of the box wasn't going to work for us. So just taking a close look at those areas from the customer's point of view and then making strategic decisions based on the goals of community. I think customer feedback was a huge piece of that too.

Like we launched out of the box and we quickly were getting customer feedback on what was not working for them. And so at that point in time, it was either can we fix this out of the box or do we need to do something custom and custom is typically the answer there. Yeah, and that's a great point. I mean, ask your members, ask again, ask again and again and again.

Cause they'll tell you what they want. They'll tell you what they need to be successful. Amazing, thank you. At what point in your growth did localization become necessary?

Was it number of products, regions, customers or something else? It was kind of both the number of products and what regions those products were in, I would say. Yeah, I mean, I think that our leadership kind of established that for us too. Like it was established when we migrated into Gainsight CC that we would be expanding across of all these AECO and we were kind of given check boxes of what that meant, number of products, the regions, the language.

So we kind of provided that. So it made sense, I think in the stage of the migration to Gainsight with intention of expansion, it made sense to kind of just get that ball rolling. But I think that plan. That's something that we talked about early on when we first established our task force or our group of champions to work with to help us migrate.

They really helped us understand that part. What were the language requirements? What regions were we going into with these products? Thank you.

The next one is, did you have to rewrite your code of conduct for the AI moderation? Making sure it's written for AI versus written for human. We did a little bit. I'm like, okay.

We had a code of conduct. We put it in, we found out that certain things were getting flagged that really shouldn't have been flagged. For some reason, like when a product person would put a link in there or any kind of snippet from code, for some reason, the moderation tool was picking it up and saying, "Hey, this, you know, you need to look at this before we're gonna let this go." So we had to kind of teach it a little bit. So there was a little modification, but most of the stuff like PII, things like that, language, that was pretty simple out of the box and the AI tool is great for that.

And it really does cut down on kind of that basic moderation time, but not eliminate moderation. We still spend a fair amount of time in moderation. That's also where our task force comes in too, because they are our SMEs that we've trained up to be moderators in community. Great, thank you.

The next one is, you mentioned full localization, not just translation. How do you decide when a market needs a truly localized experience versus just translated content? Yeah, I mean, again, I think I mentioned this on the slide, but to us, localization is full translation. The goal of the network is for our users to have complete access to every single product regardless of where they live.

That's something that our customers specifically asked for in our previous community. They only had access to the products that they used and they did not like that. They wanted access to everything. And so giving them a truly localized experience isn't, I wouldn't say necessarily a goal of ours, but we want them to have access to the product resources and the language that they speak so that they can easily consume it, which we do.

And then in the cases, we have some products that do have like regional links, like for support, downloads, trainings. That's when those custom pages come into play. We build those out and then we embed them as a feature on the discussion, in the discussion categories so that customers do have access to those links where it's applicable, but that's just a small handful of our products. Yeah, and I just add to that that we want a localized experience because we think it's a better experience for our customers hands down.

So we also rely on our stakeholders or our taskforce group who have people in those regions to advise us, what are those cultural nuances that we need to take into consideration and bringing this language and bringing this region into community. Perfect, thank you. And just in the interest of time, I think we could wrap the session up. I know we have a few other questions, but please feel free to catch up with Kathleen and Katie later or reach out to them on their email to help.

In case you have any more questions. But thank you all for joining today's session. Really appreciate you all taking the time to be here and participating. Huge thank you to Kathleen and Katie for sharing such valuable insights and to all of you all for great questions and participation.

Hope you found this session super helpful. Enjoy the rest of PALS. Thank you. Thank you everybody.