Execs In The Know- A Global Network of Customer Experience Professionals

Tag Archives: Microsoft

Corporate Social Responsibility in Action


The corporate social responsibility stories that make headlines are large-scale, organization-wide efforts:

– Google plans to give $1 billion in grants and 1 million employee volunteer hours in the next five years.

– IBM’s travel program sends their best employees to developing nations to use their talents on pro-bono assignments.

– Patagonia’s Action Works initiative supports grassroots environmental activism by pairing individual volunteers with non-profits in their communities.

– Microsoft gave non-profits $1.2 billion in services and software last year.

Because of their scale, these corporate programs have a deep and obvious impact on the planet. But organizations can have a staggering effect on a smaller scale, too—just one person and 20 computers were enough to transform the future of a town in Africa.

The Power of Individuals—And Community

A chance meeting through a mutual friend introduced Execs In The Know co-founders Chad and Susan McDaniel to Yembe Nfor, a young man from Cameroon with a vision for bringing technology to his country. His story inspired them so much, they asked him to share his message with their children.

He spent hours with the family, detailing his vision for a space where people in his city could access the internet. The kids were moved to help in any way they could, as were their parents. Chad and Susan turned to the EITK community to see if they could obtain the resources he needed, gathering support by sharing Yembe’s tireless individual endeavors.

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Creating Delighted and Loyal Customers Through our Digital Transformation

The following is a guest blog from Aileen Allkins, Corporate Vice President – Customer Service & Support at Microsoft. To view the original post, click here

Last week I had the privilege of giving the opening keynote at the Customer Response Summit in Chicago. It was a great opportunity to connect, engage, and learn from other customer service leaders across many industries to hear what they’re doing to create delighted and loyal customers. In addition, I was able to share some insights into our digital transformation in Customer Service and Support at Microsoft and I’ve shared some highlights of my presentation below.

Our customers range from individual consumers to the biggest enterprises in the world. We support developers, gamers, government agencies, CTOs, small business owners, parents, grandparents, and everyone in between. Essentially, we support the world. Each year we have nearly 70 million assisted support interactions and over a billion unassisted support interactions across multiple channels including phone, chat, email, communities, and social. We have thousands of engineers and advocates across Microsoft employees and delivery partners, who provide deep technical support as well as non-technical support and customer service across more support and service scenarios than we can quantify.

When I started at Microsoft and took on the challenge to digitally transform the Customer Service & Support organisation, I quickly realised that with such a broad scope of customers and technologies, there was no single program, tool or technology that we could implement across the organisation that would magically make us “digital” and that the transformation needed to be broken down into smaller chunks.

At Microsoft, we took a step back to have a worldview on the impact of digital disruption. We are looking at how the intelligent cloud and mobile are changing how customers want to interact with companies. We are looking at ways to support customers who are using multiple, interconnected devices and how to help them with problems that potentially span multiple brands. We are also considering how customers are much more dependent upon us in a server-less world to ensure their business continuity as well as how we can help them achieve more with our technologies. Continue reading

Shep Hyken, CIBC, Porsche & Microsoft to Keynote Execs In The Know Customer Response Summit Phoenix

PHOENIX, AZ. February 16, 2016 – The 13th Execs In The Know – Customer Response Summit will take place February 23-25, 2016, at the JW Marriott Desert Ridge Resort and Spa, in Phoenix, AZ.  Shep Hyken, Chief Amazement Officer, Speaker and Bestselling Author will be the opening keynote of the conference. Michael Martin, SVP Channel Optimization at CIBC, Andrew Pine, VP Customer Relations at Porsche Cars North America, and Maria Martinez, Senior Director WW Consumer Delivery & Advertiser Organization at Microsoft, will also be keynote speakers at the event.

Customer Response Summit Phoenix is an intimate, laser focused forum, providing outstanding opportunities to directly engage with some of the brightest senior executives in customer leadership. The strength of the forum lies within the innovative design of informative sessions, relevant industry tours, specialized networking opportunities, and dynamic extracurricular activities all centered on one thing – customer service excellence. The theme of this year’s Summit is Customer Driven. Continue reading