Raymond Otero

Raymond is Director, Global Customer Experience at Microsoft. His strategic vision is centered on driving transformative experiences and fostering executive-level customer success.

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How to break through the C-suite barrier and get buy-in

Breaking through to the C-suite in any business function is often regarded as the ultimate milestone. For customer experience and customer success leaders, forging strong connections with the C-suite isn’t just beneficial – it’s mission-critical....

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Customer advocacy

Essential customer advocacy metrics your team must track

The metrics we use are not just numbers on a page; they're the musical score that guides the orchestra, ensuring that each note resonates with precision and grace to create a captivating experience for our audience—our valued customers....

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Customer experience

How to plan awesome strategies using customer experience research

I've come to realize that the bedrock of any transformative strategy is deeply embedded in the rich soil of customer experience research. It's a realm where data and human experiences converge and, when harnessed, can unlock untold potential for innovation and growth....