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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.
11 March 2025 09:15 - 09:45
Turning complaints into gold: Leveraging customer insights to improve products
This compelling exploration of how customer support professionals can transform daily challenges into valuable opportunities takes a deep-dive into complaint management. You will gain new knowledge of advanced metrics and how to apply them effectively through Ray's use of real world examples and walk away with an elevated understanding of how negative feedback can lead to positive, transformative outcomes for you and your team.