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Modern Work CSU Digital Transformation

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 (BSE & MSE Industrial and Operations Engineering)

Ryo Yoshikawa – Master of Business Administration

Project Sponsors:

Pradeep Bethi – Director, WW Customer Success Strategy

Matt Hall – Director, Customer Success Leader, Modern Work

Faculty Advisors:

Ruslan Mormot – Ross School of Business

Prakash Sathe – College of Engineering