# Mala Anand

> Mala Anand is Executive Vice President and Chief Customer Experience Officer at Microsoft, leading the Customer Experience & Success division. A 25-year technology veteran who immigrated from Mumbai at 17 on a Rotary Youth Exchange Scholarship, she has shaped enterprise software at Cisco, SAP, and Microsoft, driving AI-powered transformations that measurably improve how customers get support. She is also executive sponsor of Women at Microsoft and an independent board director at Agilent Technologies.

- **Role:** Executive Vice President and Chief Customer Experience Officer at Microsoft
- **Organizations:** Microsoft, Agilent Technologies, Cisco Systems, SAP, Kleiner Perkins Caufield and Byers
- **From:** Mumbai, India
- **Nationality:** American (Indian-born)
- **Education:** Bachelor of Science in Computer Science, University of Massachusetts Amherst, Master of Science in Computer Science, Brown University
- **Known for:** Promoted to Executive Vice President and Chief Customer Experience Officer at Microsoft in February 2026, Built Cisco's smart services portfolio to over $1 billion in bookings, launching 15+ market-leading software offerings, Led AI/Copilot integration at Microsoft achieving 31% increase in first-call resolution and 16% reduction in average chat handling time

## Career timeline

- **1990s** — Immigrated to the United States at age 17 on a Rotary Youth Exchange Scholarship
- **1990s** — Completed BS in Computer Science at University of Massachusetts Amherst
- **1990s** — Completed MS in Computer Science at Brown University
- **1990s-2000s** — Product development roles at CoroSoft (later BMC), Rapt (acquired by Microsoft), and Beyond, Inc.
- **2007** — Joined Cisco Systems as Vice President and General Manager, Services Product Group
- **2014** — Promoted to Senior Vice President, Data & Analytics and Automation Software Platform Group at Cisco
- **2016** — Left Cisco after building a smart services portfolio exceeding $1 billion in bookings
- **2016** — Appointed to board of Cotiviti Holdings, Inc.
- **2016** — Joined SAP as President, Intelligent Enterprise Solutions and Industries
- **2018** — Featured speaker at Women in Data Science (WiDS) 2018 conference at Stanford
- **2019** — Appointed Independent Director at Agilent Technologies (board member)
- **2019** — Joined Microsoft as Corporate Vice President, Customer Experience & Success
- **2021** — Published 'Empowering her empowers all of us' on Microsoft Blog; named executive sponsor of Women at Microsoft
- **2024** — Published LinkedIn article 'Reimagining the Customer Experience with the Power of AI'
- **2024** — Featured in Microsoft Cloud Blog interview on AI-powered customer service transformation
- **2026** — Promoted to Executive Vice President and Chief Customer Experience Officer at Microsoft (February 2026)

## Achievements

- Promoted to Executive Vice President and Chief Customer Experience Officer at Microsoft in February 2026
- Built Cisco's smart services portfolio to over $1 billion in bookings, launching 15+ market-leading software offerings
- Led AI/Copilot integration at Microsoft achieving 31% increase in first-call resolution and 16% reduction in average chat handling time
- Holds multiple technology patents including patents for supporting multiple-request operations and processing transactions in stateless environments
- Independent Director at Agilent Technologies since March 2019
- Executive Sponsor of Women at Microsoft employee resource group
- Championed Microsoft's DigiGirlz program reaching 65,000+ young women across 92 countries
- Led SAP's Leonardo digital innovation system as one of SAP's largest product lines
- Entrepreneur in Residence at Kleiner Perkins Caufield and Byers
- Featured at Women in Data Science (WiDS) 2018 conference at Stanford University
- Partners with Scott Guthrie on Microsoft's Quality Excellence Initiative

## Latest updates

- **2026-02** — Promoted to Executive Vice President and Chief Customer Experience Officer at Microsoft, reporting to Judson Althoff, as part of Microsoft's organizational restructuring to accelerate enterprise AI adoption.
- **2024-09** — Featured in Microsoft Cloud Blog interview discussing Copilot's integration into customer service workflows and measurable improvements in agent efficiency.
- **2024-06** — Published 'Reimagining the Customer Experience with the Power of AI' on LinkedIn, outlining AI's transformative role across the entire customer journey.

## Links

- Website: https://blogs.microsoft.com/blog/author/manand/
- LinkedIn: https://www.linkedin.com/in/mala-anand/
- Twitter/X: https://x.com/MalaAnand_
- Facebook: https://facebook.com/Microsoft

---

Profile page: https://yespress.io/mala-anand
Published by YesPress — https://yespress.io
Last updated: 2026-05-31