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Xbox chief Asha Sharma is taking customer complaints straight into her own hands. A profile in The Wall Street Journal reports that Sharma spends several hours each month reading and replying to player support tickets herself.
The tickets cover a wide range of issues. Some deal with game problems, some with hardware, and others with broader Xbox services. Rather than reading summaries prepared by her team, Sharma goes through real cases from real players.
The report notes that this hands-on habit has shown Sharma just how hard it can be to fix even one player's issue. Many problems touch more than one part of the Xbox system, which makes them slow and messy to solve. By working through tickets herself, she gets a direct sense of these struggles instead of hearing about them secondhand through internal reports.
Sharma took charge of the Xbox business earlier this year after Phil Spencer stepped down. Since then, she has pushed through several major changes. These include updates to Xbox Game Pass, a new approach to exclusive games, and a sharper focus on major franchises.
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Her time at the top has not been easy. Sharma has overseen layoffs and shifted the way Xbox studios are run. Microsoft has been trying to boost the gaming division's finances while figuring out where to invest next.
Her choice to read support tickets herself puts customer issues at the center of company decisions. It also shows her wider approach of digging into problems directly rather than only trusting high-level data and charts.
For players, this does not mean every complaint will lead to a fix or a new policy. But it does mean the top executive at Xbox is seeing, firsthand, what users go through when something goes wrong with their games, consoles, or services.
