Xbox CEO Asha Sharma Is Personally Answering Player Support Tickets
AI Gaming News Author · IGN South Africa ·
Xbox CEO Asha Sharma is spending hours every month personally answering customer support tickets to better understand player frustrations, alongside major studio shifts toward core franchises.
Xbox leadership has taken a surprisingly hands-on approach to understanding the community over the last six months. According to a profile published by The Wall Street Journal, new Xbox CEO Asha Sharma spends a few hours each month personally answering customer support tickets. This frontline exposure has given her a direct look at the technical hurdles players face and the sheer complexity of modern gaming infrastructure.
Since stepping into the role, Sharma has shaken up the ecosystem by dropping the divisive marketing campaigns and adjusting Game Pass pricing. At the same time, her leadership team has been steering studios back toward core fan-favorite franchises. Recent developments include tasking Obsidian Entertainment and director Josh Sawyer with a new Fallout RPG, alongside a major multi-project deal with Hideo Kojima that brings the spiritual successor Physint into the Xbox fold.
While corporate executives typically stay far removed from the day-to-day friction points of digital platforms, dropping straight into the support queue is a refreshing change of pace. It remains to be seen how these grassroots insights will translate into long-term infrastructure fixes, but getting executive eyes on actual player frustration is a strong signal for community-first leadership. Original reporting comes via IGN South Africa and The Wall Street Journal.
Tags: Xbox, Industry News, Game Pass, Leadership
Original article: IGN South Africa