Sarah Critchley

Sarah Critchley is Principal Program Manager at Microsoft and Published Author where she specializes in customer growth and success in Conversational AI and Customer Experience, developing strategic programs for both Customers and Partners to drive forward and add value in CX & EX initiatives.

She views it as critical we build technology that is designed for the all-channel world we live in, where conversational technology should aim to be ubiquitous with the day to day lives of users, meeting their needs as central to the core user experience regardless of what database, storage or contact center it is connected to.

Sarah truly believes customer and employee experience should be at the heart of business, and she brings this passion together with operational reality to inspire and show companies what is possible through her architectural and service delivery experience. The drive to help others through strategy and planning has directed her to create tools that help give others the ability to promote change including through content in several communities, including Forbes Business Council, Harvard Business Review Advisory Board and the Microsoft MVP community for 6 years, with the aim to educate and empower others on topics including technology, tech skills and tech literacy.