Xbox CEO Asha Sharma is taking an unusually hands-on approach to understanding player problems. The Microsoft Gaming chief will spend several hours every month responding to customer support tickets herself.
According to a recent Wall Street Journal profile examining Sharma’s leadership and her efforts to reshape Xbox.
According to the new report, “ Sharma spends a few hours every month responding to Xbox customer support tickets herself. The idea is to understand the problems players face by dealing with them directly. The experience has reportedly shown her how complicated it can be to solve what may look like a small issue for a single player.”
Microsoft also plans to improve profitability while sharpening its focus on major gaming franchises and the Xbox ecosystem. The support-ticket exercise fits into that broader push for direct feedback and clearer decision-making.
Xbox also introduced initiatives designed to collect feedback directly from its gaming community. The company's Player Voice platform allows users to highlight and vote on features and changes they want to see.
Sharma's personal involvement with support cases could provide another layer of feedback. Instead of looking only at aggregated complaints, she can see individual problems and the challenges involved in resolving them.
This doesn't mean that every complaint will result in an Xbox policy change. Looking ahead, Sharma wants to get the perspective of users. The aim is to bring change in the company to expand its reach.
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