Lief is co-founder of Intuitive Stack, a content strategy consultancy for businesses with outdated technical documentation practices. He holds a master’s degree in Content Strategy from FH Joanneum (Austria), where he also teaches information architecture. With expertise in taxonomies, search optimization, and ContentOps, Lief has held roles as a technical writer and information architect. At Intuitive Stack, he helps organizations modernize their content strategy so they can focus on their next innovation.

Expanding Self-Service for a Better Customer Experience

Co-presented with: Dave Marotz

Customers needed help. But the answers they were looking for were buried in a rarely-used system. Instead of self-service, they had no choice but to rely on customer success engineers—driving up costs and bottle-necking on-boarding.

This case study shows how a smarter content approach is on track to reduce on-boarding time by 70%. By tagging content to specific roles, mapping it to the customer journey, and eliminating or fixing redundant efforts, we’ve built a system that actually works. If you’re looking to take the pressure off your support team while making things easier for customers, this session will show you how.

In this session, attendees will learn how:

Many organizations face some version of the same problem: how to efficiently get new clients onto and using their platform or using their project. For revenue and profitability reasons, this needs to be accomplished with as quickly and as low-touch as possible. Our approach is producing results, and is general enough to be applicable and of interest to other organizations.

The Role of Structured Content and DITA in Agentic AI & RAG

Panel Discussion Featuring:

Dawn Stevens, President, Comtech Services (moderator)
Alvin Reyes, Customer Engagement Manager, RWS
Noz Urbina, Omnichannel Strategist, Urbina Consulting
Colleen Jones, President, Content Science
Rob Hanna, CEO and Co-founder, Precision Content
Lief Erickson, Principal Content Strategist, Intuitive Stack
Harald Stadlbauer, General Manager, NINEFEB GmbH

Spotlight: How the Component Content Alliance (CCA) is Shaping the Future of AI-driven Content

The Component Content Alliance (CCA) unites industry leaders to explore how structured content, DITA, and metadata enable Agentic AI and next-gen Retrieval-Augmented Generation (RAG). Unlike traditional RAG, Agentic RAG allows AI agents to make decisions, interact with data, and generate more contextually accurate responses. To be business-ready, AI needs structured, reusable, and semantically rich content.

Why Attend?

• Learn how structured content improves AI-driven retrieval.
  
• Discover how DITA and metadata enhance GenAI performance.
  
• Avoid AI hallucinations and improve trust in AI-generated content.
  
• See how structured content cuts localization costs and accelerates publishing.
  
• Hear from CCA experts on the best practices and pitfalls.

If you work in AI, content strategy, or localization this session will provide actionable insights on making your content AI-ready.e.

In this panel discussion attendees will learn:

• How structured content fuels AI – The impact of metadata, tagging, and information architecture on retrieval accuracy.
  
• DITA & AI: A perfect match? – Why component-based content (DITA) enhances AI-driven applications.
  
• AI & enterprise content ops – Challenges and strategies for scaling structured content with AI.
  
• Real-world implementations – Case studies on AI-driven automation and content workflows.