Natalie spent her formative years working on yachts in the Med and the Caribbean, making the customer experience of the rich and famous outstanding. Then ten years working in the exhibition and event industry in Sales and Project Management roles bringing customers and brands to life! For the last decade, she has worked in SaaS in customer success, setting up and building relevant repeatable and scalable customer-obsessed CX and CS teams for both SMB and enterprise. She currently works for Dynatrace as the APAC Director for Dynatrace ONE. Dynatrace ONE is the business's customer experience and success arm, tasked with continuous enablement and driving customer adoption, value, retention and growth. Her two teams of Customer success and product specialists look after Dynatrace growing customer portfolio across the APAC region. Natalie is excited to be here today to discuss the balance between human and digital touch.