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The Connected Customer Experience (CCE) is Microsoft's strategy for delivering a differentiated end-to-end customer experience focused on enabling the mission of delighting the customers and providing a connected customer experience. The Modern Work Customer Success Unit (CSU) within CCE focuses on Microsoft’s M365 Commercial Products. This project will focus on understanding current business processes, orchestration flows, and measurement principles; create and/or update customer journey maps and identify key activities aligned to MW business priorities; and suggest effective measures for monitoring, controlling, and/or improvements to the processes.

Student team:

Amit Tiwari, EGL
Ryo Yoshikawa, MBA

Project Sponsors:

Matt Hall
Pradeep Bethi

Faculty Advisors:

Prakash Sathe, College of Engineering
Ruslan Mormot, Ross School of Business