<?xml version="1.0" encoding="UTF-8"?><rss version="2.0"><channel><title>Splash</title><description>A personal blog about pooled CSM practice, customer patterns, Zendesk practice, AI, resolution, playbooks, and field notes.</description><link>https://splash-lab.pages.dev/</link><item><title>We are all architects now</title><link>https://splash-lab.pages.dev/articles/we-are-all-architects-now/</link><guid isPermaLink="true">https://splash-lab.pages.dev/articles/we-are-all-architects-now/</guid><description>AI tools are moving more of us from doing isolated tasks to designing systems of work.</description><pubDate>Wed, 27 May 2026 00:00:00 GMT</pubDate></item><item><title>Field notes from the pool</title><link>https://splash-lab.pages.dev/articles/field-notes-from-the-pool/</link><guid isPermaLink="true">https://splash-lab.pages.dev/articles/field-notes-from-the-pool/</guid><description>Why pooled CSM work deserves clearer language, sharper systems, and better stories.</description><pubDate>Tue, 12 May 2026 00:00:00 GMT</pubDate></item><item><title>Resolution before reaction</title><link>https://splash-lab.pages.dev/articles/resolution-before-reaction/</link><guid isPermaLink="true">https://splash-lab.pages.dev/articles/resolution-before-reaction/</guid><description>A pooled CSM lens on designing support paths before the next customer question arrives.</description><pubDate>Sun, 10 May 2026 00:00:00 GMT</pubDate></item><item><title>The shared customer memory</title><link>https://splash-lab.pages.dev/articles/the-shared-customer-memory/</link><guid isPermaLink="true">https://splash-lab.pages.dev/articles/the-shared-customer-memory/</guid><description>How pooled teams can avoid losing context when ownership is intentionally distributed.</description><pubDate>Fri, 08 May 2026 00:00:00 GMT</pubDate></item></channel></rss>