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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.
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29 October 2025 09:00 - 09:15
Chairperson opening remarks
We begin AI for Customer Support Summit Boston with an introduction from our chairperson and a short icebreaker to help you get to know the room.
29 October 2025 16:45 - 17:00
Chairperson closing remarks
And that's a wrap! We round out a fantastic content-filled day with a few words from our chairperson before heading into happy hour.
29 October 2025 14:00 - 14:30
AI on the inside: Interactive roundtable discussions
AI isn’t just revolutionizing how we talk to customers—it’s transforming how support teams work behind the scenes. In this interactive session, you'll choose between four topics related to how AI is personally impacting you and your co-workers. Don't worry if you can't pick just one topic, before time is up we will regroup to share key take-aways with the whole group. Topics to discuss: • Building trust in AI: What it takes for agents and internal stakeholders to fully commit to AI adoption • Measuring the impact of your AI strategy: Which KPIs tell the story best? • A new kind of scorecard: Reviewing agent performance with an AI rubric for success • Keeping your team on top: How to implement a team-wide AI training strategy