Asha Sharma has done many things since taking over as XBOX CEO: Made changes to XBOX Games Pass, tried to rebuild XBOX as a gaming brand, and has also apparently dabbled in customer service.
It’s hard to look at Asha Sharma without being reminded of the XBOX July 2026 Layoffs. It’s business, at the end of the day, and the CEO is doing her best to understand all facets of XBOX’s business. She wants to fix XBOX, starting with brutal honesty and by getting her hands dirty.
Asha Sharma Learning How to Solve XBOX Player Problems
The Wall Street Journal recently did a deep piece on Sharma, her history, or lack thereof, in gaming, and her goals and ambitions for the company. She believes ‘Clarity is kindness,’ hence why she openly shares stats and figures with the company and where it’s at.
But in this report are some curious details about how the CEO is trying to understand XBOX players. What better way to do this than by communicating with them directly through customer service support lines!
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The WSJ said:
‘She’s won praise for removing a widely disliked Xbox AI assistant and making it easier for people who own games on discs to get digital copies. To better understand players, she spends a few hours each month responding to customer support tickets, during which she’s learned how complex it can be to fix a single player’s problem.’
A few hours each month are allegedly spent responding to your XBOX support messages and conversations. If that’s not a commitment to the job role, then it’s hard to say what is. It’s clear Sharma is trying to build goodwill with the player base, and you can link this to the CEO’s four priorities for XBOX over the next year.
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The next big XBOX milestone is undoubtedly Gears of War: E-Day. We can see if the company’s approach to making it a console exclusive and rebuilding the franchise as a staple of XBOX gaming pays off.
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Andy is Insider Gaming's Senior Evergreen Editor and has been in the games journalism sphere in one way or another for over 7 years. His video game taste is as…
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