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Amit
Sinha
EMEA Leader, Customer Experience Engineering
Microsoft
Amit Sinha is EMEA Leader for Customer Experience Engineering at Microsoft, where he leads customer engineering across the region. He has held senior technology leadership roles spanning Azure Engineering, cloud transformation, AI, and private equity, including CTO and Senior Director positions. Previously with AWS and Accenture, Amit brings extensive experience helping organisations use cloud, AI and modern engineering to drive business transformation. He is also an Executive Fellow at the World Economic Forum and has served as Chair of the Forbes Technology Council Private Capital community. He is passionate about technology leadership, STEM and developing the next generation of engineering talent.
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02 December 2026 09:45 - 10:15
Containment is not the finish line: What your AI support metrics still miss
A platform can show 90 percent deflection with only 40 percent true resolution, and plenty of dashboards still do not distinguish the two. Median tier one deflection now sits around 41 percent across enterprise programmes, with the top quartile closer to 59 percent, but the leaders in that gap are not the ones optimising deflection alone. This session covers why containment and resolution need to be measured and reported separately, what a resolution weighted metrics framework actually looks like, and how to stop a support programme from quietly optimising for the wrong number. Key takeaways: - Why containment and resolution tell two different stories, and why leadership needs both - What a resolution weighted reporting framework looks like in practice - How to catch a programme that is optimising for deflection at the expense of outcomes - What good containment and resolution numbers actually look like at this stage of the market