Zoe Dowling

Director of Global CX Insights

Microsoft

Zoe Dowling is Director of Global Customer Experience Insights at Microsoft, where she leads a team that synthesizes signals across data, analytics, and customer intelligence into insight that informs action. She built the function from the ground up with a firm conviction: that the most powerful capability in any insight team is not the tools it uses, but its ability to ask the right questions of the right data. With twenty years across insights, strategy, and CX leadership, including senior roles at Forsta and Kantar, she brings research rigor, systems thinking, and storytelling to help leaders act with clarity on what customers actually need. She holds a Ph.D. in Sociology from the University of Surrey, England.