Mark is an experienced leader in documentation and content strategy with a proven record of building and leading global technical communications teams. As Director of Technical Communications at Appfire, I oversee the development of scalable documentation frameworks, implement modern authoring tools and content pipelines, and foster cross-functional collaboration. I’m passionate about connecting people, process, and technology to deliver clear, consistent information that accelerates customer success and reduces support overhead. My focus areas include content operations, knowledge management, team development, and continuous improvement through metrics and user feedback.

Pursue the Personal Legend of Content: An Alchemist’s Guide to Modern Tech Comms

In The Alchemist, Paulo Coelho writes that “alchemy is about bringing spiritual perfection into contact with the material plane.” Modern Technical Communications faces a similar challenge: transforming content from a perceived cost center into a strategic driver of customer experience, revenue, and business impact. In this session, I’ll share how my team of 14 Technical Communicators embraced content alchemy — using video, AI, structured delivery platforms, and cross-functional collaboration to turn everyday documentation into something far more valuable. Drawing inspiration from select quotes in The Alchemist, the talk reframes familiar Tech Comms challenges through a narrative lens that emphasizes action, transformation, and purpose. Grounded in real metrics, practical examples, and a love of storytelling, this session invites you to pursue your own “Personal Legend,” and to turn lead into gold by improving content, teams, and the customer experience.
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In this session, attendees will learn:

• Transform Tech Comms from a cost center into a strategic function. “To realize one’s Personal Legend is a person’s only real obligation.”
• Meet customers where they learn, and don’t force them down a path they don’t want to take. “The sheep don’t even realize they are walking a new road.”
• Simple, well-executed content delivers the most value. “It’s the simple things in life that are the most extraordinary.” o. Put AI to work now. “There is only one way to learn. It’s through action.”
• Use a CDP to create a shared language with customers. “There was a language in the world that everyone understood, the language of enthusiasm, of things accomplished with love and purpose.”
• Partner with Marketing to foster success. “Life attracts life.”
• Small, intentional improvements compound into meaningful business impact. “When we strive to become better than we are, everything around us becomes better too”