Diane Gray

Captain
DISC Type : DS

Director, Digital Experience and Engagement at LAM Technology

Washington DC-Baltimore Area, United States

Overview

A customer experience guru with over 25 years of industry experience, Diane Gray specializes in translating complex technology choices like CCaaS and UCaaS into valuable business solutions. Colleagues describe her as a "strong", "dynamic", and "highly skilled" leader, and she is certified in the Fundamentals of AI for Customer Contact Leaders.

Diane has stated that POTS (Plain Old Telephone Service) decommissioning is the "Y2K of 2026, " highlighting its urgency.

Personality Overview

Consummate Professional

Decisive But Calm

Dynamic But Sincere

They exhibit a rare combination of being result-oriented but patient at the same time.  They might take some time to make their mind up but once they do, they don't change it easily. They are very professional in their approach and can weigh multiple perspectives together.

Topics They Care About

CX Transformation
Her entire career is focused on being a "Customer Experience Guru" and "Transformation Evangelist, " helping clients improve their customer interactions through technology.
Contact Center AI
Identifies as an "Agentic AI Specialist" and holds a certification in "Fundamentals of AI for Customer Contact Leaders, " showing a focus on intelligent contact center solutions.
UCaaS & CCaaS Value
She emphasizes ensuring long-term value from communication platforms, focusing on accountability and optimization long after the initial implementation.

Media Appearances

Diane has no verified media appearances

Work History

3-2022
Director, Digital Experience and Engagement at LAM Technology
6-2020 - 3-2022
Director of Professional Services at 8x8
4-2019 - 6-2020
Regional Manager, Professional Services at 8x8
12-2018 - 4-2019
Senior Project Manager at 8x8
4-2017 - 12-2018
Professional Services Enterprise Project Manager at RingCentral

Education

1986 - 1989
Education details unavailable from Center for the Media Arts

More Information

Social Presence :

Prographics :

Exp : 33 Location : Washington DC-Baltimore Area, United States Job Level : Mid-senior Designation : Director, Digital Experience and Engagement at LAM Technology
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Insights For Selling To Diane

During A Call Or A Meeting

DO's

  • You can spend time on BANT (or other qualification methodology) but keep it to the point
  • Focus on the results that your product produces, expect some strategic questions in return
  • Stick to your standard pitch and qualifying script, don't try to wing it

DONT's

  • Don't take their patience for granted, avoid long-winding sermons
  • Don't focus too much on mutual contacts or bother about other stakeholders, focus on them
  • Don't get into pricing discussions early on, steer conversation towards proven results

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Diane is

  • Strong proof of impact and their conviction will matter the most, but they wouldn't want to act unilaterally either
  • Will you ever get a clear answer from Diane

  • They will say no if they are not convinced but you will have to prompt them.

Insights For Deal Planning

    How fast (or slow) will Diane move?

  • They will want to understand things well but can move fast once they have a clear picture.
  • Can Diane take some risk or not?

  • They have good risk tolerance but are likely to think it through once or twice.

You And Diane

Personality Compatibility


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