Gabriele Masili

VP & CTO, Customer Experience & Success Microsoft

Gabriele “G” Masili is the VP and Chief Technology Officer (CTO) of Customer Experience & Success at Microsoft. He is responsible for Digital Customer Support, Support Tools, Support Intelligence and Insights, and leads the Digital Customer Experience Council across Microsoft.

G is passionate about building diverse teams and leveraging technology to ensure inclusion and accessibility. Throughout his career, he has been an innovator and change agent, focusing on continuously improving customer satisfaction and digitally transforming the customer experience; and he has a deep understanding of AI, voice, mobile and web support technologies. G is on the advisory board for two of the major customer service industry organizations: IQPC Customer Contact Week and Frost & Sullivan Executive MindXchange.

With more than 20 years of experience, G has a proven track record for designing, building and delivering world-class customer experiences serving millions of customers in more than 200 countries. He joined Microsoft in 2017 and led the end-to-end customer support experience and worldwide technical support delivery for Windows, Xbox and Surface, which included 10,000 support engineers and advocates across 40 geographies, supporting 30 languages.

Prior to joining Microsoft, G built Amazon’s Customer Support organizations for Italy, Spain and The Netherlands before moving to the U.S. to run Amazon’s Worldwide Customer Service and Technical Support business for their devices and digital services. He owned the end-to-end customer support experience, including the global technical support operations, as well as the design and product development of digital and web applications like Mayday Screen Sharing and Alexa’s ability to autonomously answer customer service queries.

Thursday, August 20

Thursday, August 20th, 2020

2:15 PM Implement Best-in-Class Self Service Platforms

Customer expectations are evolving rapidly. In fact, their expectations have increased for personalized, self-service experiences. With self-service tools becoming as a rising tide for the customer function, AI offers a powerful opportunity to tailor to the customer’s needs, such as surfacing relevant how-to videos or taking action on behalf of the customer through a conversational AI-powered virtual agent. This session will address:

  • Fostering a culture of customer empowerment
  • Filtering customers through digital-first touchpoints first
  • Investing through a self-funding model

Thursday, August 27

Thursday, August 27th, 2020

2:30 PM Panel: How to Integrate Automation into Service Experience Operations

Artificial intelligence presents one of the biggest opportunities for enterprises to deliver better, faster, and more effortless customer experiences. Whether via a customer-facing chatbot or agent-facing support technology, process automation raises the standard for both customer and agent experience alike.  


In this interactive panel, we will explore:

  • AI use cases across several enterprise organizations
  • Automation technology beyond the hyped chatbot
  • How AI can drive engagement and empowerment from agents