Scaling Smarter: Customer Insights Report 2025

The demands on documentation teams keep growing – faster product cycles, global customer bases, stricter compliance, and the rapid rise of AI. Amid all this change, clarity and consistency have never been more important. Documentation is no longer just a deliverable; it’s the infrastructure that connects product, support, and compliance.

That’s the focus of the Customer Insights Report 2025. Created in partnership with management consultancy firm Harper, this year’s report shows how structured content delivers measurable business value – and why it has become the foundation for AI that documentation teams can trust.

• 94% of users report ROI with Paligo, proving the business case for structured content

• Teams save 43% of time on everyday tasks, creating space for faster delivery and innovation

• Updates are 24% fewer and 31% faster, thanks to governed single-sourcing and reuse

• Structured authoring makes content AI-ready, ensuring knowledge is machine-readable, consistent, and dependable for search, chat, and generative experiences

These results aren’t abstract – they’re felt every day by teams using Paligo. As one technical writer put it:

Our team is now able to more easily share content with one another ensuring consistency and saving time making updates in multiple locations. We’re also able to update and publish multiple resources easily and simultaneously. Building our online help from RoboHelp used to take up to 8 hours, but Paligo has significantly reduced publication time to just under an hour.

Another customer from the biotechnology industry highlighted how Paligo changed collaboration:

Simply by many departments being in the same environment has cut down on inconsistency and fostered better collaboration.

And in global content operations, the impact is clear:

The switch to Paligo has saved me many headaches and back-and-forward communications between vendors. It has also improved localization workflows as we used the API to connect Paligo with our internal Translation Management System.

These findings make one thing clear: when content is structured, governed, and reusable, it becomes more than documentation – it becomes a strategic asset.

AI is changing how organizations deliver knowledge and support. But AI can only succeed if the content behind it is trustworthy. Disconnected files and inconsistent language create risk. Structured content removes those barriers, making knowledge reliable, scalable, and ready for AI adoption.

For decision-makers, this isn’t just about improving documentation. It’s about turning content into a growth driver that supports faster releases, lower risk, and better customer experiences.

The message from this year’s insights is clear: structured content isn’t just about making technical writing easier. It’s about building a foundation that supports the entire business – shortening release cycles, reducing compliance risk, enabling global scale, and ensuring AI delivers accurate results. Teams that once struggled with duplication, silos, or slow publishing are now delivering consistent, governed knowledge at speed. That shift doesn’t just improve documentation – it changes how organizations operate. With Paligo, content becomes a strategic asset: scalable, future-proof, and ready to support growth in the AI era.