Abstract:
Xbox CEO Asha Sharma reportedly spends several hours every month personally responding to support tickets submitted by players and resolving related issues. She hopes to learn more about the practical difficulties Xbox users face when seeking help.
The relevant statement comes from a recent profile report published by the Wall Street Journal. The report revealed that this work made Sharma realize that even if it is just to solve one player's problem, the process behind it can be very complicated.
Sharma became Xbox CEO earlier this year. After she took office, Xbox adjusted its exclusive strategy and Game Pass pricing policy, while promoting large-scale layoffs. The layoffs initiated in July initially affected 1,600 positions, and by the end of Microsoft's fiscal year, the number of affected positions increased to 3,200.
In the process of promoting the "reset" and return to growth of the Xbox business, the company has also cut ties with many of its studios. Compulsion Games and Double Fine Productions have re-established themselves as fully independent studios, while Ninja Theory and Undead Labs have agreed terms to join new owners.
Before taking over Xbox, Sharma served as president of Microsoft's CoreAI products, and also served as vice president of product and engineering at Facebook, responsible for Messenger and Instagram Direct related products.
Sharma said last month that more than 200 million new players will be exposed to Xbox and its games for the first time in fiscal 2026, but the expansion of user scale has not yet translated into significant business growth. She said the company needs to continue investing in content that players value and expects Xbox to return to growth by the end of fiscal 2027, which ends on June 30, 2027.
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