Gabriele “G” Masili is the Chief Technology Officer and he leads the Digital and Data Support Business Unit in Customer Service & Support. He is responsible for the Digital Customer Support, business intelligence and data insights, and engineer/advocate support technologies across CSS, and the Commercial AI Support workstream across Microsoft.
Prior to taking on his latest role, G led Microsoft’s Windows and Devices Group Support Business Unit. Accountable for the end-to-end customer support experience and worldwide technical support delivery for Windows, Xbox and Surface, the organization included 10,000 support engineers and advocates across 40 geographies, supporting 30 languages.
G joined Microsoft in 2017 with more than 20 years of experience in software engineering, customer service and technical support. A passionate technology leader, he has a proven track record designing, building and delivering world-class customer experiences serving millions of customers in more than 200 countries. More recently, he 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.
Throughout his career, G has been an innovator and change agent, focusing on continuously improving customer satisfaction and digitally transforming the customer experience. He is on the advisory board of two of the major customer service industry organizations, IQPC Customer Contact Week and Frost & Sullivan Executive MindXchange, and has a deep understanding of AI, voice, mobile and web support technologies.