While I am seeing 2020 coming to an end, I have to say I have mixed feelings about this past year… This was definitely not business as usual. This has been a time of stress and uncertainty – for businesses, obviously, for people whose jobs have been impacted, certainly, and for us as individuals, absolutely.

We had to acknowledge the impact, to adapt, to endure, to reinvent ourselves, to create a new norm of working and living – in our roles and also in our day to day lives. I personally have suffered from being away from my family and friends in France, from being isolated from my teams at Box and Slack, from losing the ability to live a normal life and share it with my young son. But, I also feel very grateful for the great things I saw from people in my network and for some key 2020 highlights: 

  • Resilience – it’s been a tough fight this year for many people – I strongly believe this will / must stay on top of our list going forward. It is about sustaining our well-being whatever happens, and about taking control of our mental & physical health at all costs. A topic I would love to explore more next year… 
  • Nothing will stop us – even in the face of such adversity, Customer Success professionals are still eager to meet, grow, and to shape the future of the industry – India is the perfect example of a blooming region that is showing us the way. 
  • Digital breaks barriers – we are not limited by country or timezone. Customer Success has no frontiers anymore – the sky is the limit, and The Customer Conference was just the start! Digital events have allowed us to get a broader reach, not just from an audience but also from a speaker perspective. We are enriching the content we can deliver to the community – and this is priceless.  
  • Community matters – last but certainly not least, I could see so much genuine support and care coming from community members – from any community really – through job opportunities, mentoring/ coaching offerings, skills development… I am proud to be part of such a generous and compassionate tribe.  

2020 is coming to an end, and 2021 is already full of hopes. Let’s ensure we keep caring about ourselves and about others, and we keep making Customer Success a great space to work. I wish you and your family a wonderful holiday and Happy New Year!

Violaine