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Shubha
Rao
Director, Support Strategy & Ops
LinkedIn
Shubha Rao is an experienced business operations leader with 15+ years in strategy, transformation, and customer experience. She has held leadership roles at LinkedIn, Uber and Dell, where she has led high-performing global teams, driven large-scale cross-functional initiatives, and consistently delivered business value through world-class customer experiences. Shubha has deep expertise in customer support transformation, automation, and designing the future of CX. At LinkedIn, she leads the Support Strategy, Planning & Operations team, overseeing key strategic initiatives and operational planning across all product lines and customer segments. She is passionate about building human-centered service models that balance strategy, empathy, and operational rigor. Her work has helped scale operations to support LinkedIn’s rapid growth, while improving both efficiency and customer experience.
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17 September 2025 12:15 - 12:45
The Support Concierge: Leveraging AI to Anticipate Needs
The future of customer support isn't about reactive troubleshooting; it's about providing proactive, high-touch guidance that anticipates needs before they arise. Shubha Rao, Director of Support Strategy & Ops, and Jay Gurudevan, Enterprise AI Product Leader at LinkedIn, will challenge the traditional "break-fix" model, sharing a transformative vision for support as a personalized concierge service. They will explore how to leverage AI to provide contextual guidance, moving beyond reactive problem-solving to a model of strategic, human-centric support. The session will highlight a key paradigm shift: from the back-of-the-store help desk to a premium, proactive experience akin to an Apple Genius Bar. Attendees will learn how to empower their support teams to anticipate customer needs, elevate every interaction, and create a truly seamless and exceptional customer journey.