Michelle is a transformational leader in the global customer service and support organization at Microsoft. She leads Microsoft's CX strategy around support escalations and customer recovery, and partner with senior leaders across the company to drive improvements to the customer support experience. Most recently, Michelle launched a global employee empowerment program focused on infusing a customer advocate culture across Microsoft, which has been recognized as a best practice and adopted worldwide. With 20 years in the technology field, her expertise lies in customer experience strategy, storytelling, business engagement, and marketing. Michelle is a passionate customer champion, a thought leader, and a change agent who focuses on creating a best-in-class culture at Microsoft that is centered around customer success. She also sits on the Board of Directors for TSANet.