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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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18 February 2026 11:15 - 12:00
Panel | The new support playbook: Upskilling agents and redesigning teams for an AI-driven era
Support is no longer a reactive function, it’s a strategic capability. This panel brings together leaders in customer and technical support to explore how AI is reshaping team structure, required skills, and the talent profile of tomorrow’s support organization. The discussion will dig into the practical realities leaders are navigating today: What does “upskilling” actually look like when AI handles first-line queries? How do teams blend troubleshooting, data literacy, product knowledge, and customer empathy into one role? Are Customer Support and Customer Success converging, or do they remain fundamentally different disciplines? Expect candid perspectives from leaders who have redesigned roles, introduced AI-augmented workflows, and rethought career paths to build more adaptive, resilient, high-impact support teams.