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Raymond
Otero
Former 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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28 October 2026 12:00 - 12:45
Roundtable discussions: AI in customer success
In these interactive roundtable discussions, you'll explore practical AI applications that Customer Success leaders are implementing today to drive measurable outcomes. Each table will focus on a specific use case, with facilitators demonstrating workflows in real time, adapting examples to attendee challenges, and encouraging peer-to-peer discussion around implementation, adoption, and impact. Topics include: - AI-Powered Customer Health Scoring - Automating Customer Communications at Scale - Predicting Renewal and Expansion Opportunities - Turning Customer Conversations into Actionable Insights