The CS Academy LIVE with Emma Lampert about the crucial role of psychology in Customer Success and leadership!

Here are a few key takeaways:

Self-Awareness is Non-Negotiable: It all starts here. Understanding your triggers, your "inner critic," and how you show up is foundational for leading yourself and others.

Empathy in Action: It's not just a buzzword. Actively remembering that everyone processes information differently and truly listening to understand (not just to respond) can build much stronger relationships with customers and colleagues.

Clarity Over Certainty: As leaders (formal or informal!), providing the "why" behind decisions, especially during change, builds immense trust – even if you don't have all the answers.

Mental Well-being is Key to Performance: We explored how to spot overwhelm (in ourselves and others) and the importance of setting boundaries. It's not selfish, it's essential for sustainable success.

The Future of CS is Human-Centric (and AI-Savvy!): While AI will transform our field, the ability to connect, understand, and lead with empathy will become even more critical.

Here are my top 5 takeaways for transforming your CS approach:

💻 Digital Isn't Just for the "Tail End": Forget the old notion that digital CS is only for low-touch segments. It's a powerful tool for all customers, including your largest enterprise accounts! Empowering users with self-service options and digital resources helps everyone get value faster, exactly when and how they need it.

🎯 Start with Your North Star Metric: Before diving into tools and tactics, define what business needle you need to move. Is it increasing adoption? Improving health scores? Reducing support tickets to free up CSMs? Aligning your digital efforts to clear, measurable goals tied to renewal and expansion is key to proving ROI.

🗺️ Define the "Happy Path" to Value: Don't leave your users guessing! Internally align on the crucial 5-10 steps a typical user needs to take to achieve initial value quickly. While flexibility is great, a prescriptive initial path prevents overwhelm and guides users towards success. Use data and qualitative insights to map this journey.

🚀 Start Simple, Then Scale: Resist the urge to boil the ocean! Don't try building complex, multi-persona journeys from day one. Focus on one core "vanilla" path (or max two, like admin vs. user) for your primary product first. Launch, test, learn, iterate, and then build out more personalised experiences.

🤝 Collaboration is Non-Negotiable: Digital CS touches many teams – Product, Marketing, Data, Support. Success hinges on strong cross-functional alignment and building relationships. Become best friends with your counterparts in other departments! Ensure everyone is working towards the same customer value goals.

Digital CS is essential, not just a "nice-to-have". It's about intelligently blending human touch with scalable digital experiences to create better customer and business outcomes.

Get in touch:

Thomas Voigt: https://www.linkedin.com/in/thomas-voigt/

Holly Goodliffe: https://www.linkedin.com/in/hollygoodliffe/