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.