Thursday, June 19 at 6pm GMT
Online
CSCnow is your chance to stream exclusive talks and presentations from our previous events, hosted by customer success experts and industry leaders.
It's a unique opportunity to watch the most sought-after customer success content – ordinarily reserved for CSC Pro members. Each stream delves deep into a key customer success topic, industry trend, or case study. Simply sign up to watch any of our upcoming live sessions.
🎥 Access exclusive talks and presentations
✅ Develop your understanding of key topics and trends
🗣 Hear from experienced customer success leaders
👨💻 Enjoy regular in-depth sessions
Date: June 19, 2025
Time: 6:00pm BST
Location: Online
In this session, our speakers will explore what it takes to attract, hire, and develop top talent in CX and CS. From identifying the right skill sets to fostering growth and retention, we’ll dive into how to build high-performing teams that drive success.
Key Takeaways:
- Strategic Hiring: Identifying and recruiting candidates with the right skills is essential for building effective CX and CS teams.
- Talent Development: Investing in employee growth fosters stronger performance and long-term team success.
- Retention Focus: Creating a supportive environment helps retain top talent and reduces turnover.
- High-Performing Teams: Well-structured teams drive customer satisfaction and business outcomes.
- CX & CS Impact: Strong talent in customer-facing roles is a key driver of overall organizational success.
Meet the speakers:
Kimberly Ayala, Director of Customer Success, North & South America at Akeneo
An innovative Customer Success leader with over 15 years of experience in guiding enterprise customers through transformative technology initiatives. Renowned for her expertise in strategic account management, risk mitigation, sales, and change management, Kim excels at forging enduring partnerships that drive mutual growth. As the Director of Customer Success at Akeneo, Kim spearheads regional strategy and leads a dedicated team of Customer Success Managers (CSMs) committed to delivering exceptional customer experiences. Her “everybody can win” philosophy and strategic vision enable her to tackle challenges with enthusiasm and creativity. Passionate about professional development and continuous learning, Kim is an active contributor to the Customer Success community, always eager to share insights and learn something new every day
Raymond Otero, Director, Global Customer Experience at Microsoft
A dynamic technology executive with over 26 years of experience leading diverse teams and driving innovation in cloud technology, customer experience, and strategic planning. He has a proven track record of building strong relationships with stakeholders and expertise in cloud journey mapping, digital transformations, and fostering customer-centric environments. Ray has held leadership positions at Microsoft Corporation, AWS, and in the government/defense sector, where he developed education strategies to enhance cloud awareness. He has empowered leaders by nurturing talent and sponsorship to excel in future cloud roles, ensuring they meet business objectives. Ray's core focus areas include driving innovation, fostering customer experience insights, ensuring customer success, and building strong partnerships.
