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Ivo

Koster

Director, Xbox Support

Microsoft

Ivo Koster is a people-first, results-driven leader who helps global organizations scale customer support with purpose. As Director of Xbox Support at Microsoft, he has spent over a decade transforming operations to deliver world-class customer experiences. Under his leadership, Xbox Support evolved from a $210M cost center with 5,000+ agents and 2-hour wait times into a $62M AI-powered operation with industry-leading satisfaction and sub-4-minute response times. He currently leads a team of Support Planners and data scientists, driving customer experience transformation and automation initiatives. Passionate about innovation, Ivo focuses on creating scalable solutions that balance efficiency with exceptional customer outcomes.

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09 October 2025 13:45 - 14:15

Empowering customer support teams to reduce manager escalations

Manager escalations often signal gaps in process, empowerment, or resources within support teams. In this session, Ivo Koster, Director, Xbox Support at Microsoft, will share strategies for enabling frontline agents to resolve complex issues with confidence. He will highlight approaches to training, knowledge management, and decision-making frameworks that reduce the need for managerial intervention. Attendees will gain insights into how empowerment improves efficiency, customer satisfaction, and team morale. By the end, participants will walk away with actionable tactics to create stronger, more autonomous support teams that minimize escalations.