30 minutes
When AI can't compete: The advantage of emotional intelligence
Conversations in CS have been buzzing about AI, and for good reason. Soon AI will understand your product inside and out, it’ll get to know your customer’s business deeply, it’ll respond to questions quickly, and spot patterns with impressive accuracy.
But don’t forget, we’re still in the business of building trust and motivating others - don’t sleep on emotional intelligence.
What is emotional intelligence in CS, and how can CSMs use these skills to build better relationships and ensure delivery of customer outcomes? Something AI can’t do and ultimately the only thing that really matters.
What you’ll learn in this session:
How you should think about emotional intelligence in Customer Success
How "mastering" emotional intelligence can help in your professional lives
Using emotional intelligence at different stages of the customer journey
About the speakers
Katie Culp
Customer Success, Planhat
Moderator
Katie Culp is a Customer Success Manager at Planhat, where she focuses on consulting CS leaders and teams on their CS strategies. Katie has over 8 years of SaaS experience with the majority of that time being spent in customer and commercial facing roles.
Katie Culp
Customer Success, Planhat
Moderator
Katie Culp is a Customer Success Manager at Planhat, where she focuses on consulting CS leaders and teams on their CS strategies. Katie has over 8 years of SaaS experience with the majority of that time being spent in customer and commercial facing roles.
Katie Culp
Customer Success, Planhat
Moderator
Katie Culp is a Customer Success Manager at Planhat, where she focuses on consulting CS leaders and teams on their CS strategies. Katie has over 8 years of SaaS experience with the majority of that time being spent in customer and commercial facing roles.
Katie Culp
Customer Success, Planhat
Moderator
Katie Culp is a Customer Success Manager at Planhat, where she focuses on consulting CS leaders and teams on their CS strategies. Katie has over 8 years of SaaS experience with the majority of that time being spent in customer and commercial facing roles.
Jess Herbert
Sr Manager of Customer Success, Canvas Medical
Jess Herbert is the Senior Manager of Customer Success at Canvas Medical, where she leads a team dedicated to ensuring customers can implement and scale their usage of the Canvas platform. With strong clinical and administrative experience across the healthcare industry, Jess leverages her hands-on knowledge to better understand and address her customers' needs.
Jess Herbert
Sr Manager of Customer Success, Canvas Medical
Jess Herbert is the Senior Manager of Customer Success at Canvas Medical, where she leads a team dedicated to ensuring customers can implement and scale their usage of the Canvas platform. With strong clinical and administrative experience across the healthcare industry, Jess leverages her hands-on knowledge to better understand and address her customers' needs.
Jess Herbert
Sr Manager of Customer Success, Canvas Medical
Jess Herbert is the Senior Manager of Customer Success at Canvas Medical, where she leads a team dedicated to ensuring customers can implement and scale their usage of the Canvas platform. With strong clinical and administrative experience across the healthcare industry, Jess leverages her hands-on knowledge to better understand and address her customers' needs.
Jess Herbert
Sr Manager of Customer Success, Canvas Medical
Jess Herbert is the Senior Manager of Customer Success at Canvas Medical, where she leads a team dedicated to ensuring customers can implement and scale their usage of the Canvas platform. With strong clinical and administrative experience across the healthcare industry, Jess leverages her hands-on knowledge to better understand and address her customers' needs.
Lisa Sinclair
Customer Success, Planhat
Lisa Sinclair is a Customer Success Manager at Planhat, where she works with early stage start-ups on devising and implementing CS strategies that can scale.
Lisa Sinclair
Customer Success, Planhat
Lisa Sinclair is a Customer Success Manager at Planhat, where she works with early stage start-ups on devising and implementing CS strategies that can scale.
Lisa Sinclair
Customer Success, Planhat
Lisa Sinclair is a Customer Success Manager at Planhat, where she works with early stage start-ups on devising and implementing CS strategies that can scale.
Lisa Sinclair
Customer Success, Planhat
Lisa Sinclair is a Customer Success Manager at Planhat, where she works with early stage start-ups on devising and implementing CS strategies that can scale.
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August 14, 2024
When AI can't compete: The advantage of emotional intelligence
Key takeaways
Conversations in CS have been buzzing about AI, and for good reason. Soon AI will understand your product inside and out, it’ll get to know your customer’s business deeply, it’ll respond to questions quickly, and spot patterns with impressive accuracy.
But don’t forget, we’re still in the business of building trust and motivating others - don’t sleep on emotional intelligence.
What is emotional intelligence in CS, and how can CSMs use these skills to build better relationships and ensure delivery of customer outcomes? Something AI can’t do and ultimately the only thing that really matters.
What you’ll learn in this session:
How you should think about emotional intelligence in Customer Success
How "mastering" emotional intelligence can help in your professional lives
Using emotional intelligence at different stages of the customer journey
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How to use customer success analytics to improve retention
9 customer success strategies to reduce churn
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Customers
© 2025 Planhat AB
Thought-leading customer-centric content, direct to your inbox every month.
By submitting this form I agree that Planhat may collect, process and retain my data pursuant to its Privacy Policy.
Customers
© 2025 Planhat AB
Thought-leading customer-centric content, direct to your inbox every month.
By submitting this form I agree that Planhat may collect, process and retain my data pursuant to its Privacy Policy.
Customers
© 2025 Planhat AB
Thought-leading customer-centric content, direct to your inbox every month.
By submitting this form I agree that Planhat may collect, process and retain my data pursuant to its Privacy Policy.
Customers
© 2025 Planhat AB