In this episode, Nicole talks with Jim McDonnell, Microsoft’s Global Lead for Customer Advocacy, about how AI-native developers, students, and small businesses are reshaping customer expectations. Jim shares why AI agents are now part of the customer ecosystem, how to eliminate friction for developers, and what he’s learned about experience design from running multiple restaurants. 

You'll walk away with:

• Why AI agents are becoming key influencers in customer decision-making
• How to build loyalty in an AI world
• Practical ways leaders can identify high-impact, low-risk AI starting points

Whether you're a CX pro, team leader, or brand builder, this episode will inspire you to see customer experience through a more human—and more powerful—lens. 

Mentioned in this Episode 

• Copilot Researcher 

• AI agent ecosystems and developer forums 

• Early-stage developer platform decision-making 

• Microsoft Hackathon multi-agent orchestration 

• Restaurant guest experience “know me” principles 

Produced by Larj Media

For more CX insights, follow Nicole on Linkedin

If you have questions or comments about CX email us: SimplyCX@microsoft.com 

Additional Resources 

Guest: Jim McDonnell — Global Customer Advocacy Lead, Microsoft 

Focus Areas: Digital natives, education, SMB, corporate segments; developer experiences; AI adoption strategies