Xbox CEO Asha Sharma has adopted a hands-on approach to understanding the company's players, reportedly spending several hours each month responding directly to customer support tickets. This initiative aims to provide Sharma with a deeper insight into the complexities of addressing individual player problems.
Sharma's tenure as CEO has already seen significant strategic shifts, including the discontinuation of the "This is Xbox" marketing campaign and a reduction in the price of Xbox Game Pass Ultimate. However, her leadership has also coincided with substantial layoffs and the divestiture of several development studios.
Beyond customer support, Sharma has directed Xbox studios to concentrate on their core franchises. This has led to Obsidian Entertainment beginning development on a new Fallout RPG, helmed by Fallout New Vegas creative lead Josh Sawyer. Additionally, Sharma recently secured a multi-project deal with acclaimed game director Hideo Kojima, expanding an existing agreement to include his upcoming game Physint, which was previously intended as a PlayStation exclusive before facing potential cancellation.
These efforts suggest a concerted push by Sharma to reconnect with Xbox's player base and revitalize its key intellectual properties through direct engagement and strategic development.