Xbox CEO Asha Sharma has revealed she personally responds to customer support tickets every month as part of an effort to better understand the problems players are facing.
Sharma took over Xbox in February 2026 following the departure of longtime gaming boss Phil Spencer, stepping into the role despite having no previous experience in the video game industry.
Since then, she has taken a much more hands-on approach to learning about Xbox players, including spending several hours each month working through support requests herself.
Speaking to The Wall Street Journal, Sharma said she responds directly to customer support tickets to get a clearer picture of the issues Xbox users regularly encounter.
According to the report, “she spends a few hours each month” doing this, and has “learned how complex it can be to fix a single player’s problem.”
Since taking charge, she has already overseen major changes across Xbox, including job cuts, a reduction in the number of games being developed, and focusing on Microsoft’s biggest franchises.
Sharma has also earned praise for scrapping a generally criticized Xbox AI assistant and making it easier for players who own physical games to access digital copies.
She has also been open about the challenges facing the company, with the WSJ reporting that Xbox revenue is declining and its profit margins remain low.
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