Michael Guerrero

Enigma
DISC Type : icd

Director, IT Cloud Telephony and CRM at AdventHealth

Orlando, Florida, United States

Overview

Michael Guerrero is the Director of IT Cloud Telephony and CRM at AdventHealth, where he leads the transformation of patient experience through technology. He is an expert in global voice and network services, focusing on leveraging AI and automation in complex contact center environments. He holds a patent for proximity-based call termination.

Michael is a prominent voice in the customer experience (CX) community, frequently speaking at industry conferences like CCW and the Five9 CX Summit. He champions the philosophy that combining human expertise with AI leads to the best outcomes. Michael is fluent in both English and Spanish, enhancing his communication capabilities.

Unique fact: Michael is a listed inventor on a US patent for a method and apparatus for proximity-based call termination.

Personality Overview

Hard To Convince

Friendly Yet Blunt

Fast Follower

They are likely to ask many questions and look heavily for supporting proof as well as information.  They can sound friendly and charming but can quickly change gears to become inquisitive and probing  They are generally strong communicators and are not easy to convince.

Topics They Care About

AI in Healthcare
He actively discusses deploying GenAI and IVA to streamline patient journeys, improve self-service, and reduce agent handle times by over 40% at AdventHealth.
Patient Experience
A core focus of his public speaking, he emphasizes using technology to support AdventHealth's mission of "whole person care" and transform the consumer/patient journey.
Augmented Agents
He promotes a "human + AI is greater than AI" philosophy, believing technology should augment and assist healthcare staff rather than replace them, especially during staff shortages.

Media Appearances

Michael has no verified media appearances

Work History

6-2021
Director, IT Cloud Telephony and CRM at AdventHealth
9-2018 - 6-2021
Manager - Voice Engineering and Cloud Provisioning at Alvaria, Inc.
3-2018 - 9-2018
Team Lead - Voice Engineering at Aspect Software
3-2017 - 3-2018
Senior Voice Engineer - Cloud Operations at Aspect Software
9-2013 - 3-2017
Team Lead - Telecom at Montefiore Health System

Education

2016 - 2020
Bachelor of Science in Business Administration from Thomas Edison State University
2005 - 2005
Certification from Borough of Manhattan Community College

More Information

Social Presence :

Prographics :

Exp : 16 Location : Orlando, Florida, United States Job Level : Mid-senior Designation : Director, IT Cloud Telephony and CRM at AdventHealth
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Insights For Selling To Michael

During A Call Or A Meeting

DO's

  • Let them lead the discussion, create opportunities for them to speak if they are not very forthcoming
  • Use phrases like ‘clear evidence’, ‘data-based results’ etc.
  • Leverage 'negging', or the art of asking negative questions like "you must not be convinced yet..."

DONT's

  • Don’t rely excessively on your relationship with them to win the deal even if you come to form one
  • Don’t brush off any concerns, take all questions seriously. They are easily deterred
  • Avoid long presentations and just 'high-level' value proposition, dive into the details

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Michael is

  • Proven value, strong objective evidence are important for them, rapport can impact decisions a little.
  • Will you ever get a clear answer from Michael

  • They are practical and friendly, but can give a clear response with a little prodding

Insights For Deal Planning

    How fast (or slow) will Michael move?

  • They like to be detailed, so unless they develop strong conviction, they can take their time to arrive at decisions
  • Can Michael take some risk or not?

  • They evaluate their decisions systematically and do not take risks that often, unless you can get them to develop strong conviction

You And Michael

Personality Compatibility


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