In this episode of PodSpot, Jon Pittham is joined by Sarah McDevitt, Senior Director of Partner Strategy, Operations & Capabilities at HubSpot, for a discussion about the growing importance of relationship intelligence in the age of AI.
Sarah shares the thinking behind her new book and explains why awareness, presence, accountability, connection and human differentiation will become defining strengths as AI becomes embedded across organisations. Together, they explore how CRM should evolve from a historical record into the intelligence layer that powers better decisions, AI agents and more personalised customer experiences.
The episode also examines the challenge of capturing knowledge that currently exists in conversations rather than systems, the role of context in improving AI outcomes, and why businesses should focus on process design, trust and adoption before rushing into implementation.
Key discussion points:
03:00 – What Is Relational Intelligence?
11:39 – CRM as Foundation & the Context Layer for Agents
15:44 – Judgment Mapping & Process Design
25:00 – Human Capability Consulting & Hybrid Teams
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