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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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10 March 2026 12:15 - 13:00
Interactive roundtables | Mastering internal team dynamics
Join our highly interactive roundtable session, designed to foster deep-dive discussions on critical internal team management strategies for customer support leaders. This is your chance to gain actionable insights and expand your network, ensuring you leave with fresh perspectives on building, managing, and inspiring world-class support teams. Topics include: - Outsourcing for cost savings while maintaining team quality -Implementing agent incentives to boost team moral and ticket resolutions -Unifying global support with regional flexibility -Supporting agent career progression and internal talent mobility