EP 51OneTAKE Live: Digitalizing & Augmenting Customer Experiences
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OneTAKE Live: Digitalizing & Augmenting Customer Experiences

With Gabriele “G” Masili

Gabriele “G” Masili
Vice President & Chief Technology Officer, Customer Experience & Success

Gabriele “G” Masili is the VP and CTO of Customer Experience and Success at Microsoft. He is responsible for enhancing customer and employee connected experiences by driving innovative digital and data solutions at scale, and he 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. He has a deep understanding of AI, voice, mobile, and web support technologies.

G is on the advisory board for two major customer service industry organizations: IQPC Customer Contact Week and Frost & Sullivan Executive MindXchange.

Prior to joining Microsoft in 2017, 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 its 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.

EP51 December 16, 2020