In this conversation, Jay Nathan and Nikki Bishop discuss the critical role of customer success in the life sciences industry, particularly in the context of delivering life-saving therapies. Nikki explains how Emerson's technology and customer success strategies are designed to enhance the efficiency of pharmaceutical manufacturing.

They delve into the complexities of regulatory compliance, the importance of industry expertise in customer success roles, and the evolving definition of customer success at Emerson, emphasizing the need for measurable outcomes and effective communication with customers.

Nikki shares insights on the challenges of scaling customer success, balancing legacy with innovation, and the importance of aligning with future strategies.