Whether your Customer Success organization has 100, 1,000, or 10,000 employees, it never feels like enough. With thousands of commercial customers around the world using hundreds of different solutions, Microsoft needed help scaling to connect the right customer with the right resources at the right time.

Rather than add headcount, the company turned to a readily available resource with a low cost to scale: data. In this keynote, Mark Souza, Corporate Vice President of Microsoft Customer Success, shares how Microsoft aligns people and process with data and insights to empower a global Customer Success function that is 100% aligned with customer priorities.