Nick Morris, Director of Customer Success at Gainsight, shares his remarkable journey from the beer industry to SaaS. He highlights the evolution of Customer Success and the vital role of digital strategies and automation. Topics of interest include the contrasts between digital and scaled models, and how to align these with customer needs. Nick offers practical steps on automating processes while preserving human connections, ensuring efficiency and enhanced customer engagement. His insights provide valuable guidance for both newcomers and seasoned professionals in the field.