San Diego-based Scientist.com is a perennial fast-growth company, landing on Inc. magazine’s list of America’s 500 fastest-growing companies three years running. The award-winning R&D marketplace knows that maintaining high growth means maintaining outstanding customer service in the face of rapid change. Two Scientist.com team members, Daniel Kagan, PhD, COO and Diana Ourthiague, PhD, SVP of Accounts, explain how they were forced to reinvent their customer service approach as Scientist.com transformed from a raw startup to a profitable enterprise. Key topics include when to automate and when to use a human touch; how to manage relationships with large bureaucratic customers; what qualities to look for when hiring in the digital age; why AI/machine learning has the potential to transform customer service if used appropriately; and how to set expectations early with customers and position the company for future growth. This track will touch on every stage of the customer journey.