Xbox CEO Asha Sharma spends a few hours each month solving player support tickets to get direct feedback and guidance from dedicated users.
The Wall Street Journal recently profiled Xbox CEO Asha Sharma, revealing how the executive runs the business. While described as "intense," Sharma has met players with a higher level of transparency and brought home realities like dwindling profit margins and rising costs. Her pragmatic approach has been swift, leading to lots of bad news like mass layoffs--drastic moves that set the stage for future growth.
In the profile, WSJ notes that Sharma spends hours every month responding to and answering/solving player support tickets. Sharma looks through the real problems that players are facing across Xbox, whether it be ecosystem-level or a specific game, or a friction point with hardware.
This is likely related to the sentiment that drove Microsoft to launch the Xbox Player Voice website, which allows gamers to deliver direct feedback in a Reddit-like structure; popular, most-requested features are upvoted and listed higher up on the groupings. Microsoft has already met the top request--exclusivity--by revealing two Xbox-exclusive games for 2026 and 2027.
Despite having announced mass layoffs (Xbox apparently 1,250 more layoffs to go, per the WSJ), divesting studios, and cancelling projects, enthusiast sentiment around Sharma is favorable.
The return to exclusivity coupled with Xbox's recent disc-to-digital program has garnered major praise, and Microsoft also just swooped in to sign a deal with Hideo Kojima to publish his new Metal Gear Solid successor, PHYSINT, after a deal with PlayStation fell through.
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Sharma's major test will be launching a next-gen games hardware product amid the current component crisis.
