Patty Delgado is the Manager of Technical Writing in CX Learning at UKG, where she leads a global team supporting product experiences across international markets. With over 15 years of experience in the learning space, Patty began her career in instructional design and technical training in higher education before moving to UKG where she leads a global team of Technical Writers. Today, she combines her background in learning strategy and technical communication to deliver clear, impactful content that supports customers worldwide.

From Release Notes to the Main Stage: How We Turned Award-Winning Content into AI-Powered Customer Experiences

Co-presented with: Danny Capo

Last year we won Content Impact Awards for Excellence and Best in Show for unifying release notes (RNs) across two merged companies, many products, and a fast-moving CI/CD release model while improving consistency, clarity, and customer trust. By aligning tools and redefining strategy, we transformed RNs into a reusable source of truth that powers customer deliverables. This session picks up where the award-winning project left off. We have intentionally authored structured, semantically rich content designed for reuse for over a decade. By combining structured content with AI-assisted creation and curation, we now deliver AI-assisted: RNs, generated from Jira inputs and refined by Tech Writers, PPT slides, derived directly from RNs, and used for customer webinars, Webinar voiceovers, presenting new features at scale. Resulting in faster delivery, reduced manual effort, and more time for content creators to focus on work that truly requires human judgment.

In this session, attendees will learn:

Concrete, practical ideas for turning “just release notes” into a scalable, AI-ready content engine. What Participants Will Learn How to design release notes as a reusable content asset, not a one-off deliverable, even in high-velocity release environments. Practical strategies for unifying tools and content, including change-management considerations across multiple teams. How structured, semantically rich content enables responsible and effective AI use for downstream deliverables. A real-world case study of using AI to generate release notes, PowerPoint slides, and webinar voiceovers, including what worked, what didn’t, and what we refined. How to balance automation with trust and quality, so customers feel content was written for them—not just generated by a machine.