
When AI Can't Compete: The Advantage of Emotional Intelligence

When AI Can't Compete: The Advantage of Emotional Intelligence

When AI Can't Compete: The Advantage of Emotional Intelligence

When AI Can't Compete: The Advantage of Emotional Intelligence
Using AI in CS means deeply understanding products and customer needs, responding quickly, and identify patterns accurately.
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.
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
Senior Manager of Customer Success
Canvas Medical
Jess is Senior Manager of Customer Success at Canvas Medical, where she leads go-to-market operations and supports long-term customer growth across the care delivery ecosystem. She brings over 15 years of combined experience in clinical operations, informatics, and customer experience, with a deep understanding of provider workflows and implementation strategy. Since joining Canvas, she has progressed through multiple roles—spanning collaboration management, support, and customer success—drawing on her frontline healthcare background to build trusted partnerships and scalable support systems.
Lisa Sinclair
Customer Success Manager
Planhat
Lisa is a Customer Success Manager at Planhat, partnering with early-stage startups to design and implement scalable CS strategies. She brings over a decade of experience in customer experience, account management, and leadership roles, including Director of Customer Success at CampusReel and Customer Experience Director at QS Quacquarelli Symonds. With a background spanning education, SaaS, and media, Lisa is known for building efficient, high-performing teams and customer-centric processes that drive retention and growth.
Customers
© 2025 Planhat AB
Customers
© 2025 Planhat AB
Customers
© 2025 Planhat AB
Customers
© 2025 Planhat AB