AI and Resolution · May 27, 2026
We are all architects now
AI tools are moving more of us from doing isolated tasks to designing systems of work.
Read articleThoughts from inside the pooled CSM motion.
Splash explores customer patterns, resolution design, Zendesk practice, and the systems that help pooled teams create sharper customer experiences.
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Field notes and playbooks
Pooled CSM · May 12, 2026
Field notes from the pool
Why pooled CSM work deserves clearer language, sharper systems, and better stories.
Read articleAI and Resolution · May 10, 2026
Resolution before reaction
A pooled CSM lens on designing support paths before the next customer question arrives.
Read articlePlaybooks · May 8, 2026
The shared customer memory
How pooled teams can avoid losing context when ownership is intentionally distributed.
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