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Microsoft’s Journey to Digitally Transforming the Customer Experience
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About the talk
As technology continues to reshape and change customer expectations, and the customer experience remains the modern battleground for new business, prepare your organization to digitally transform the customer experience. Join for an overview of Microsoft’s digital transformation journey and source insights on:
Customer experience framework
Metrics and trends highlights
Showcase human and virtual agents working together and review lessons learned
Delight customers and exceed their expectation with your digital transformation journey.
00:02 Intro
00:45 Gabriele ‘G’ Masili
02:00 Microsoft Mission
02:50 Customer experiences priorities
05:10 Digital enablement highlight
09:28 Visualization
10:28 Resolution rate
15:22 Demo: Hear directly from the Customer Support agent
17:35 Request
19:51 Demo The virtual agent in action
21:53 Improve agent productivity
25:43 Q&A
About speaker
Gabriele “G” Masili is the VP and Chief Technology Officer (CTO) of Customer Experience & Success at Microsoft. He is responsible for Digital Customer Support, Support Tools, Support Intelligence and Insights, and leads the Digital Customer Experience Council across Microsoft. G is passionate about building diverse teams and leveraging technology to ensure inclusion and accessibility. Throughout his career, he has been an innovator and change agent, focusing on continuously improving customer satisfaction and digitally transforming the customer experience; and he has a deep understanding of AI, voice, mobile and web support technologies. G is on the advisory board for two of the major customer service industry organizations: IQPC Customer Contact Week and Frost & Sullivan Executive MindXchange. With more than 20 years of experience, G has a proven track record for designing, building and delivering world-class customer experiences serving millions of customers in more than 200 countries. He joined Microsoft in 2017 and led the end-to-end customer support experience and worldwide technical support delivery for Windows, Xbox and Surface, which included 10,000 support engineers and advocates across 40 geographies, supporting 30 languages. Prior to joining Microsoft, G built Amazon’s Customer Support organizations for Italy, Spain and The Netherlands before moving to the U.S.
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Like begin with g r, a z o l e g, e year and a half ago at one of these events aware. I had a fireside chat with him and I was really excited when I saw him as he's going to be our opening keynote. Because G just has this amazing ability to really understand. Not just customer experience, but also technology and how using just the right technology allows you to greatly accelerate. Your customer experience for everybody, both your employees and your customers. So is that like to turn over the G?
Hi Jim, thank you so much for having me here. Good morning. Good afternoon. Good evening, everybody soup. When are we talkin about the customer experience? Specifically, the journey. That were Microsoft support. Organization, has been going through over the past few years. So without further Ado, let's get into the presentation itself results of content here. If you have questions of Jim just mention feel free to ask them. As we go to the presentation at Mexican trap enhance or otherwise, we're going to have two minutes, Indiana to go through any remaining question
really Culver's, all off of that priests. Are you supposed to use engagements, a Microsoft support experienced? So, I threw some of those supporting directions to now we, we designed them. Four years ago, three and a half years ago. We started asking ourselves what we want to see. How do we want to transform the experience for our customers? And the first thing we say it was well, we should start. Identifying, what is first of all, the Willies first of all
the right opportunity to analyze our own culture. I want to do it. So we say, okay, if we look up
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