Microsoft Confidential. For Internal Use only

Engineer & Advocate Engagement

Microsoft Support

Andrew McGuigan

Trust & Transparency in an age of Uncertainty & Disruption

Make it easy for every support engineer & advocate to deliver

against Microsoft’s mission

12th November 2019

Microsoft Confidential. For Internal Use only

Agenda

• Vive La Revolution (creating our own disruption)

• Trust and earning it• Finding Heroes as well as Villains• Customer @ the heart of Quality

• Conclusions

Make it easy for every support engineer & advocate to deliver against Microsoft’s mission.

Our Vision

We do this by:

✓ Using industry quality and statistical methods for measuring and achieving best in class delivery

✓ Driving simplicity & clarity into delivery processes, rules and tools

✓ Applying insights & preventative programs that safeguard customers, assets and trust

Microsoft Confidential. For Internal Use only

BHAG Ambitions (Vive La Revolution)

PREDICT COMPLAINTS BLOCK ADVOCATES ABUSENEW APPROACH TARGET ZERO CSS POLICIES KNOWLEDGE TOOLS MEASURE

ENGAGEMENT ATTACKERS TO TOP DEFENDERS AUTOMATING SPEEDING TICKETS to IDENTIFY & CELEBRATE GREAT OUTLIERS PAIN FREECHANGE CUSTOMERS HEART QUALITY

<SJDfh

Starting with Colleagues:

Internal Trust – creating a safe place to experiment and to test. Empowering people to make customer centric choices.

You’re Crazy Good.We are going to celebrate the High Octane, High Impact, Transformative activity you deliver. These come as a result of passion, ingenuity, hard work and perseverance – all the things we are so grateful you bring to work with you each day.

What If…?We are going to celebrate the invention (& sometimes re-invention) that takes place within the team. The curiosity that drives learning and growth. The ideas and approaches whose time may not be now – but we only ever know if we try, right? So this one’s for the inquisitive leap of faithers, course correctors and mad scientists out there. I think there are amazing stories waiting to be told…

Microsoft Confidential. For Internal Use only

Trust & Earning It

Awards & Award images from https://www.live-inspired.com

Finding Villains:

Impact of Hardware Fraud Sensor

in the first 9 months-50%

Reduced Effort Protected Customers

2,803

Yellow: Attacker Accounts

White: Compromised Serial Numbers

2018 2018 2018 2018 2018 2019 2019 2019 2019 2019

Fraud Confirmed

Support Site

Normal Support

Site

Fraud

Sensor

Launched

Theft confirmed;

advocate

removed

Additional advocates

removed; site town

hall conducted

Mexico

Policy

Update

Protecting Customers and Generating Trust

• 77% of all orders shipped to

this city were fraudulent.

• Over 100 addresses were used

but the packages were signed

for by only 2 individuals.

• Highlighted an opportunity to

align Mexico accessory

replacement policy to the

global policy.

Before After

Geo-Risk Visualization Capabilities now surface this behavior

Day 1: March 12 -

Reported

Advocate noticed

suspicious behavior and

reported the interaction.

Days 2- 24 - Investigated

CSS Fraud Prevention

performed an extensive

investigation on the city of

ABCD, revealing that over

50% of the orders shipped

to this city were fraudulent.

Day 11 - Actioned

Xbox & Online Safety

began taking action on

the fraudulent accounts.

May 2019 – Customer

Protection

We’re implementing our

learnings from this case to

systematically protect

innocent customers from

serial number abuse.

Day 15 – Global Policy

Alignment

We received a commitment

and release date from our

CARE partners of when our

proposed policy changes

would go live for Mexico.

361SuspendedAccounts

674Stolen SerialNumbers

Exceptional Judgement & Notes

Fraud Prevention Champ

Fraud & Phishing Champion

Incident Reporting Expert

Difficult MessageProfessional

Customer @ the HEART of Quality

Microsoft Principles

CSDQ ImpactBetter experiences delivered more efficiently

Agent Errors

Chat AHTPhone AHT

Help Resolve

23% reduction in advocate errors 19% improvement in Help Resolve

Improved

Efficiency

Improved

Efficiency

CSDQ Impact Better for Customers

Empowering Advocates to Deliver Better Customer Experiences

Customer Satisfaction First Contact Resolution17% increase in Customer Satisfaction scores 26% improvement in First Contact Resolution

CSDQ collaboration across 22 sites, with 6 different DPs, in 30 languages

Microsoft Confidential. For Internal Use only

Trust & Transparency = Opportunity

Some things don’t change with time, whilst others drive revolution –regardless of the industry you work in.

Technology and access to data are evolving with staggering pace, access to the cloud and the ability to crunch vast amounts of data – creating order from chaos – are transformative.

Customer and colleague trust are critical, remain constant and must be closely protected:

• Finding and removing attackers keeps everyone safe & reduces effort/ stress

• Focusing on the customer keeps you evolving in ways that delight and don’t frustrate

• Reduced effort and stress with increased delight feels like a great recipe for success to me ☺

Thank you!

Dankie Faleminderit Shukran Chnorakaloutioun

Děkuji Tak Dank u Tänan

Hvala Blagodaria

Kiitos Merci Danke Ευχαριστώ

Mahalo . תודה Dhanyavād Köszönöm Takk Terima kasih Grazie

감사합니다 Paldies Choukrane Ačiū

Баярлалаа Dziękuję Obrigado

Благодарам

Mulţumesc Спасибо

Xвала Ďakujem Tack Nandri Kop khun Teşekkür ederim Дякую

Grazzi

A dank

Ngiyabonga

ありがとうございました

谢谢

Gracias