Case Study: Microsoft Corporation achieves 5X faster decisions and market leadership with UserTesting

How Microsoft scales customer empathy to drive innovation and market leadership

Microsoft, a global technology leader headquartered in Redmond, needed to shift from a historically engineering‑focused culture to a customer‑centric one to better understand changing customer needs and accelerate innovation. To scale customer empathy across its large, distributed organization, Microsoft selected UserTesting as its preferred vendor for qualitative user insights worldwide.

Since partnering with UserTesting, Microsoft has given teams companywide access to rapid, remote customer feedback—enabling learnings within hours—which has driven 5x faster decision making, reduced risk of product failures, and stronger market leadership. Empathy‑driven insights have helped marketers refine messaging and product teams make more confident, customer-centered decisions, contributing to sustained innovation and business value.

Microsoft Corporation

Tom Lorusso

Xbox Principal User Research Manager