Mhabeni Bona’s Post

Still basking in the afterglow of Gainsight Pulse Dublin. Like last year, the top theme for me was community: 🍀 Catching up with my old teammate and sparring partner Max Guddat and looking back at our learnings and growth since last Pulse 🍀 IRL time with the incredibly warm Customer Success Network Leads building community in Dublin and Madrid, Rumana Shaikh and Rafael Escaño Marín 🍀 Thinking out loud on building CS from scratch at Epiphany AI with leaders who've seen it before, like Amelie Meixner and Amy Downs (Plus, it was thanks to the Customer Success Snack community that I was there at all, after winning a ticket at their last Munich event!) 👩🏻🔧 On the tactical front, I took loads of notes, but the one takeaway I'm actioning this first Monday after the conference is Aleisha Hales's elegant, pragmatic framework for mapping customer journeys based on what your customers need rather than on your own internal processes. Zooming out: I also kept up my conference ritual of visiting a local exhibition and went to see the Book of Kells at the Long Room. Working at an AI startup, I grapple, on a daily basis, with the question of what meaningful human work looks like in the AI age. Being in the presence of beautiful work that has stood the test of time reminded me that even if I don't have the answer yet, awe and craftsmanship are definitely part of it.