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Raymond
Otero
Director, Global Customer Experience (GCX) - Strategic Programs
Microsoft
Raymond (Ray) is a dynamic and results-driven technology executive with over 26 years of experience leading diverse teams and driving innovation in cloud technology, customer experience, and strategic planning. A veteran in the field, Ray has a proven track record of building and maintaining strong relationships with stakeholders at all levels. His expertise spans cloud journey mapping, digital transformations, and fostering customer-centric environments. Ray has held leadership positions at industry giants such as Microsoft Corporation and AWS, as well as in the government/defense sector and other leading system integrators. He has been instrumental in developing education strategies that trigger widespread cloud awareness, encompassing services, capabilities, and benefits. Additionally, Ray has empowered leaders by nurturing the talent and sponsorship necessary to excel in future state transformed cloud roles, ensuring they meet their business objectives. Ray's core focus areas include driving innovation, fostering customer experience insights, ensuring customer success, and building strong partnerships.
09 October 2024 12:15 - 12:45
Anticipating customer needs: Proactive services & analytics strategies for support teams
Understanding and anticipating customer needs is crucial for any organization. By proactively identifying and addressing needs before they arise, companies can enhance customer experience, retention, and lifetime value. This presentation will explore how proactive services and analytics strategies help support teams achieve this goal. It involves understanding customers' pain points, preferences, and behaviors, and predicting future needs using data and insights.

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