Microsoft CX
Team Mission and Strategy Workshop
Project Overview
Customer Experience Program Managers at Microsoft act as key advocates for both the customer and the business. This dynamic role involves collaborating with various partners and managing a wide range of deliverables across both domestic and international markets.
Objective
With our expertise in user-centered design, we supported one of the CXPM teams in refining their mission and strategy.
Approach
The project started with interviews and surveys of each team member to gain a deeper understanding of their roles and objectives. We then facilitated a two-day, in-person workshop to share the learnings and benchmark against industry practices for CX Managers. As a result, the team refined and strengthened their mission and strategy for 2025.
Duration
2 weeks, including 2 days of in-person workshops
Project Approach
1. Interviews
1-1’s interviews on roles, responsibilities, and aspirations
2. Analysis
Analyze learnings, internal and external best practices
3. Survey
Generate deeper insights and quantification
4. Workshops
Learn, share and ideate solutions and measures
5. Report
Summarize insights, action plan and next steps
1. Interviews
1-1’s interviews on roles, responsibilities, and aspirations
2. Analysis
Analyze learnings, internal and external best practices
3. Survey
Generate deeper insights and quantification
4. Workshops
Learn, share and ideate solutions and measures
5. Report
Summarize insights, action plan and next steps
