CX as a Team Sport: Turning Customer Insights into Impact
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CX as a Team Sport: Turning Customer Insights into Impact
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We’re breaking the mold in this episode, as Nicole sits down with two of her peers who are helping bring the CX vision for Microsoft to life. How do you embed customer experience into the DNA of a global organization? Learn from Mike Friday GM of Global Customer Experience Engagement and Diana Parker; GM of Enterprises Sales & Operations who share how Microsoft moved from reactive surveys to predictive, AI-powered insights—making CX a natural part of everyone’s day. Culture, accountability, and agility are the game changers.
You'll walk away with:
• Why culture—not tools—was the starting point for CX transformation
• How real-time feedback and AI are driving proactive customer engagement
• The power of shared accountability and personalized insights in CX strategy
Whether you're a CX pro, team leader, or brand builder, this episode will inspire you to see customer experience through a more human—and more powerful—lens.
Mentioned in this Episode
• CX Council at Microsoft
• AI-powered Sales Copilot and Sales Chat
• Champions Cup CX Awards
• Always-on listening mechanisms
🎧 Produced by Larj Media
📩 For more CX insights, follow Nicole on Linkedin
If you have questions or comments about CX email us: SimplyCX@microsoft.com