Overview
- A Wall Street Journal report, cited by gaming outlets, says Asha Sharma spends a few hours each month answering Xbox customer support tickets to see firsthand how player issues are fixed.
- Sharma has used that customer insight while carrying out an 'Xbox Reset' that includes job cuts, fewer games in development, a renewed focus on Microsoft’s biggest franchises, and scrapping a criticized Xbox AI assistant.
- The WSJ coverage says Xbox revenue has been falling and profit margins are weak, and Sharma has publicly set a goal of reaching double-digit profit margins this fiscal year.
- Players and some industry figures have praised Sharma’s direct communication and clarity, while other observers question whether the ticket‑reply anecdote is partly a public‑relations move.
- Sharma’s non‑gaming background and motto 'clarity is kindness' frame her approach, and her mix of customer focus and cost control could reshape what games get funded and how Xbox prioritizes service fixes going forward.