Since Asha Sharma took over as CEO of Xbox, she has done a lot: reforming Game Pass, attempting to reshape Xbox into a gaming brand, and apparently even diving into customer service. The CEO is doing her best to understand every aspect of the Xbox business. To revitalize Xbox, her first step is to be transparent and hands-on.
The Wall Street Journal recently published an in-depth profile on Sharma, covering her experience (or lack thereof) in the gaming industry, as well as her goals and ambitions for the company. A believer that "clarity is kindness," she openly shares company data and information to keep employees informed about the current state of affairs.
The report reveals some interesting details about how Asha Sharma is trying to understand Xbox players.
The Wall Street Journal reports:
"Asha Sharma has been praised for removing the widely criticized Xbox AI assistant and making it easier for players with disc-based games to access digital versions. To better understand players, she spends several hours each month responding to customer support tickets, through which she has learned how complex it is to resolve individual player issues."
The article also mentions that Sharma adjusted certain features disliked by players and made it easier for users with physical game discs to obtain digital versions. She continues to regularly handle customer support tickets to understand the specific steps involved in resolving individual player issues from feedback to solution.