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Raymond
Otero
Global VP, Customer Success
Enhesa
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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27 October 2026 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.
27 October 2026 16:30 - 17:00
Would your AI agent survive an audit?
Getting an AI agent live is a win for any support team. Proving it's compliant when someone asks is a different job. Regulators, legal teams and customers all want to know how AI makes decisions, what data it touches and who signed off on it. If an auditor walked in tomorrow, could your team show its work? This session closes the day with a hands-on check of how your AI support operation measures up on compliance. It then pulls the summit's biggest lessons together into a few things you can act on next week. Through a live walkthrough of a practical AI compliance checklist and audience polls, attendees will test their own setup in the room, compare answers with peers and leave with the day's key takeaways in one place. Key takeaways: → Spot the compliance gaps most likely to show up once an AI agent is handling real customers → Know which records, approvals and controls to have ready before anyone asks for them → Turn the day's biggest lessons on scaling AI support into clear next steps
27 October 2026 14:45 - 15:30
Panel | From pilot to production: Why most AI support rollouts stall and what gets them moving again
Most support teams have run an AI pilot. Far fewer have scaled one successfully. The gap between a promising proof of concept and a production rollout that holds up across real volume, edge cases, and shifting customer expectations is where most implementations hit a wall. This panel brings together leaders who have been through it, covering the blockers they did not see coming, the decisions that changed their trajectory, and what they would do differently if they were starting again today. In this session you will: - Get an unfiltered view of what actually breaks when AI moves from pilot to production - Understand the decisions that separate teams who scale successfully from those stuck running endless pilots - Leave with a clear picture of what it takes to get your AI rollout moving again if it has stalled