Gabriele ‘G’ Masili is the vice president and chief technology officer (CTO) of Customer Experience & Success at Microsoft. He is responsible for enhancing customer and employee connected experiences by driving innovative digital and data solutions at scale, 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. to run Amazon’s Worldwide Customer Service and Technical Support business for their devices and digital services. He owned the end-to-end customer support experience, including the global technical support operations, as well as the design and product development of digital and web applications like Mayday Screen Sharing and Alexa’s ability to autonomously answer customer service queries.
Day 1: Sep 21, 2021
KEYNOTE: CX DIGITAL TRANSFORMATION
Microsoft’s Journey to Digitally Transforming the Customer Experience
- Customer experience framework
- Metrics and trends highlights
- Showcase human and virtual agents working together and review lessons learned
Day 2: Sep 22, 2021