Inside Microsoft's Mission to be the World's CX Leader with Zehra Syeda-Sarwat
After 50 episodes and 40+ guests, we discovered that removing all friction isn't always the answer—sometimes you need to add it back in.
Most companies think AI can never be empathetic. But Microsoft is proving that belief completely wrong while transforming customer experiences at an unprecedented scale.
Join hosts Chuck Moxley and Nick Paladino as they talk with Zehra Syeda-Sarwat, Global Head CX Strategy and Insights at Microsoft. With experience from Amazon Web Services and now leading Microsoft's ambitious mission to become the world leader in customer experience, Zehra shares how they're using AI to reimagine not just customer journeys, but employee and partner experiences in ways never done before.
Key Actionable Takeaways:
- Use the two-by-two framework for prioritization - Plot customer pain points on effort vs. impact matrices to identify low-effort, high-impact quick wins that build momentum
- Measure intention before action - Track early signals like website learning, employee training, and event attendance to predict customer loyalty before it converts to revenue
- Connect employee and customer friction simultaneously - Focus employee experience improvements specifically on customer-facing roles to create dual outcomes that benefit both groups
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