The Brand Spotlight Series showcases innovations and solutions to CX challenges, from today’s leading brands.
An interview with Carlos Castano, Senior Director, Customer Experience & Success at Microsoft
Execs In The Know (EITK): Please share a little about your background and how you came to be at Microsoft, and describe the day-to-day focus of your current role regarding customer experience.
Carlos Castano: In 2021, I transitioned from a 20-year tenure at Cisco to join Microsoft’s Customer Experience & Success (CE&S) organization. This decision was shaped by three key factors that deeply resonated with me:
Firstly, during my previous role in High Touch Services, I had the privilege of Microsoft being one of my customers. Later, as the leader of Cisco IT’s global end-user computing and employee support experience, I closely collaborated with Microsoft as one of our strategic suppliers. In both experiences, I was genuinely impressed by Microsoft’s customer focus, integrity, and eagerness to establish strong partnerships.
Secondly, I was inspired by Microsoft’s inclusive, customer-focused, and growth mindset culture. After conversing with various Microsoft colleagues, it became clear that this was a company I wanted to be a part of.
Lastly, I found myself inspired by Microsoft’s CE&S charter, responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience. This charter reflects our collective ambition to delight customers and exceed their expectations in every interaction.
As for my current role, I have the privilege of leading our Business Excellence & Experience (BE&E) team within CE&S Business Operations & Programs. In this role, my team and I are entrusted with shaping the strategy and execution of analytics solutions, continuous improvement initiatives, and customer experience programs. We aim to empower our support professionals, enabling them to deliver their best work and consistently provide exceptional customer experiences.
EITK: What are some of the most important experiences and insights you’ve gained throughout your career, and how are they shaping your work for Microsoft?
Carlos: Here are three experiences that come to mind that have shaped me as a Customer Experience (CX) leader: