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Anuj
Pandey
Sr Director, Technology Strategy and Operations, Customer Experience
Microsoft
Anuj Pandey is a customer experience and AI leader who leads technology strategy for Microsoft’s customer experience and success organization. He partners with product, engineering, and field teams to translate AI breakthroughs into production-grade CX solutions—spanning agentic workflows, quality frameworks, and operating models that scale globally. Before Microsoft, Anuj led solution delivery and incubation for applied AI products at Google, turning early-stage capabilities into measurable customer value. Earlier, he spent nearly a decade in management consulting, guiding Fortune 500 clients through end‑to‑end customer experience transformations. Anuj’s expertise bridges hands‑on technical delivery and executive strategy, architecting AI-backed support journeys while driving enterprise-wide change to realize their impact.
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11 March 2026 10:45 - 11:15
Building the future of support: Operating models, metrics, and momentum for AI transformation
AI transformation isn’t a single leap, it’s a structured evolution. In this session, we’ll explore how leading organizations are architecting their AI journey across three stages: personal productivity, business process automation, and ultimately, full agentic support operations. We’ll break down the essential building blocks from evaluation frameworks and quality metrics to execution models, experimentation practices, and knowledge management. Learn how to stand up a Transformation Office that drives alignment, accountability, and measurable impact as Support operations scale into the AI era.