UNBRKBLE was engaged by Microsoft’s Consumer Sales Organization (CSO) to develop a consumer-centric strategy.

Leveraging UNBRKBLE’s deep knowledge of and expertise in consumer-centric business models, we first led a two-day workshop with the group’s senior leaders. In this workshop, we helped develop a unifying mission statement and strategic objectives to support the group’s core KPIs.

We later conducted 40+ interviews with a diverse set of consumers across four different geographies (USA, Germany, Australia, and Brazil). These interviews were designed to gain insights to inform strategic objectives, specifically in increasing attach rates for Microsoft 365 and better understanding consumers’ perception of Microsoft, including feedback on new consumer-centric concepts developed by the CSO.

This work has contributed to developing the CSO’s strategic white paper that is being used to align the team’s 1,000+ team members and Microsoft’s senior leadership team.

Project: Consumer-centricity
Duration: 12 months
Process stage: Exploration, Experimentation