Dr. Fabio Correa, DBA

Director — Customer Experience, Data Science & AI

Customer-experience and data-science leader who ran a 25-person multi-discipline organization inside Microsoft's customer-experience organization at enterprise scale. Leads customer-experience research and business analysis, applying advanced analytics, data science, and AI as the tools to do the work. Shipped three production AI platforms across Microsoft's customer-experience function in 2026 (compliance orchestration, survey operations, customer-experience intelligence) under multi-vendor responsible-AI governance. Creator of the AI Readiness Scale (AIRS) and its customer-experience extension CX-AIRS — psychometrically validated diagnostics for enterprise AI adoption readiness. Doctor of Business Administration (2026); 20+ years of customer-experience, data-science, and analytics leadership at Microsoft.

Experience

Director of Business Analytics — Customer Experience, Data Science & AI

Microsoft Corporation (2021-09 - 2026-07)

Customer-experience analytics leader running the data science, engineering, and analytics organization that gives Microsoft its end-to-end view of customer experience — applying advanced analytics, data science, and AI as the tools to turn enterprise-scale customer data into decisions.

Led a 25-person customer-experience analytics organization — spanning data science, data engineering, and analytics — that operationalized the company's customer-experience data collection and insights end to end
Built and operated an enterprise-scale customer-experience listening system that created the company's end-to-end view of customer experience: automatically sampled customers from diverse source systems across Microsoft, dispatched ~2.5M survey invitations per year through Qualtrics, and retrieved and processed millions of responses into a unified CX view
Led centralized governance for enterprise customer-experience data publishing, converting one-off platform transitions into a repeatable publishing pattern with defined owners, schemas, and zero compliance escalations — recognized by senior leadership
Shaped the direction of a customer-health analytics product by winning the case for account-level customer signals over aggregated usage — the framing the product now follows
Architected enterprise-scale predictive analytics and BI impacting 30,000 sellers and 175,000 commercial customers, contributing to $146M+ in partner revenue growth
Sponsored and shipped three production AI platforms in 2026: compliance orchestration, survey operations, and customer-experience intelligence, all live across Microsoft's customer-experience organization on a unified Entra ID-protected domain and operating under a multi-vendor responsible-AI pattern
Cut survey-analyst time per survey by 94% (30+ minutes to under 2) at organization scale: AI-assisted localization-QA and back-translation verification on Azure OpenAI GPT-4o with function calling, locale-correct across 55+ languages
Established multi-vendor responsible AI as a production governance pattern: Anthropic Claude reviewing Azure OpenAI-generated content under primary-source discipline and explicit AI-authorship disclosure; reusable across the AI portfolio rather than a one-off research exercise
Consolidated three vendor teams into a unified analytics organization: 40% cost efficiency, 95% team retention, and broader expertise distribution across the function
Mentored VP-level executives and a CFO across customer organizations on AI strategy and adoption
Mentored two engineers into principal-level platform ownership, distributing decision authority while preserving architectural coherence

Founder & Principal Investigator

AI Readiness Scale (AIRS) Research Program (2024-08 - Present)

Founded and led the AIRS research program during doctoral studies: designed, validated, and deployed a 16-item psychometric instrument measuring organizational readiness for AI adoption across N=523 enterprise respondents.

Founded and led multi-year research program producing AIRS, a psychometrically validated diagnostic instrument for measuring enterprise AI adoption readiness.
Designed 10-phase validation protocol: split-sample EFA/CFA, structural equation modeling, multi-group invariance testing across roles, sectors, and AI tool maturity.
Delivered N=523 validation study with CFI=.975, R²=.852 (16-item instrument); key finding: Price Value (β=.505) dominates AI adoption decisions, challenging 30+ years of UTAUT research.
Extended UTAUT2 framework with AI-specific constructs; published instrument now deployed in enterprise contexts via correax.com.
Conducted as part of doctoral research at Touro University Worldwide (DBA 2026).

Adjunct Professor, AI and Machine Learning

Kaplan Business School (2021-07 - 2025-01)

Graduate-level instruction in artificial intelligence, machine learning, and business analytics applications.

Designed and delivered graduate AI/ML curriculum with applied business analytics case studies for international student cohorts
Developed and delivered training programs for Microsoft employees and vendor resources on AI, data science, and predictive analytics
Built workforce capability across emerging AI technologies including generative AI, prompt engineering, and large language models

Business Program Manager, Worldwide Licensing & Pricing

Microsoft Corporation (2013-09 - 2021-09)

Led customer and partner experience analytics programs using predictive modeling, statistical analysis, and Power BI for Microsoft's volume licensing business.

Led customer and partner experience programs using advanced analytics and predictive modeling for Microsoft's volume licensing business
Pioneered Power BI analytics adoption across Corporate VP-level organizations
Developed predictive analytics models for customer risk assessment and retention
Applied Six Sigma Master Black Belt disciplines to global process optimization
Designed market research programs integrating quantitative and qualitative analysis
Awarded Corporate VP quarterly recognition for analytics excellence and business transformation

WW Customer & Partner Experience Lead, Microsoft Premier Services

Microsoft Corporation (2011-01 - 2013-09)

Led customer experience and Voice of Customer analytics programs across Microsoft Premier Services worldwide.

Increased Office 365 customer satisfaction by 135 points in 2 years through quality program design
Increased customer loyalty to Office 365 Dedicated service by 50 points
Landed Premier CPE field execution guidance across 3,000+ headcount in 13 geographies
Led monthly leadership calls with 40+ SMSG and BG/PG leaders to drive quality improvement using VOC
Drove cross-BG collaboration across Premier, MCS, Cloud Vantage and EPG

Earlier Microsoft Roles, Latin America & US

Microsoft Corporation

Progressive analytics, sales-excellence, and customer-experience roles spanning Latin America and US enterprise organizations at Microsoft.

Business Development Manager, Regional Alliance & Sales Excellence: Managed Dell, SAP, Nortel, Intel, and Cray alliances; established Latin America partner sales models; key competitive wins vs. IBM, Cisco, Google, Oracle, Linux, VMware
WW Enterprise CPE & Partner Satisfaction Lead, EPG: Created executive-level customer insight program; designed feedback system used with top 142 global C-level executives; received four corporate top awards for performance excellence
Enterprise CPE & Security Lead, EPG: Improved Microsoft Latin America security perception by 10 points after 4 consecutive years of decline; trained 85 Six Sigma Green Belts and 3 Black Belts; generated $7.5M in savings

Consultant

Independent Consulting (Microsoft Market Research)

Customer-experience and market-research consulting for Microsoft's enterprise support and Office 365 organizations.

Redesigned Microsoft's enterprise support and consulting CSAT measurement trackers (~30M transactions annually, 35 surveys)
Consulted with Office 365 and OEM Premier Support teams on quality strategy
Developed survey design manual for Microsoft Services market research department
Helped revamp Microsoft's customer and partner listening posts and market research strategy

Education

Touro University Worldwide: Doctor of Business Administration (DBA) - Human-AI Collaboration and Future of Work - 2026-03
Northwest University, Kirkland: Master of Science - Data Analysis & Research Psychology - 2024-07
MIT Sloan Executive Education: Executive Certificate - Management and Leadership
Southern Methodist University, Cox School of Business: Certificate - Short Executive MBA Program
Universidade de São Paulo, Brazil: Bachelor of Science - Electrical Engineering

Research

AI Readiness Scale (AIRS) Research Program: Founded and led multi-year research program producing a psychometrically validated diagnostic instrument for measuring AI adoption readiness in enterprise contexts. Extended UTAUT2 framework with 10-phase validation including split-sample EFA/CFA, SEM, and multi-group invariance testing. Now deployed in enterprise contexts via correax.com.
Alex Cognitive Architecture: Biologically-inspired memory architecture for AI assistants: procedural, episodic, and semantic memory systems with synaptic connections, cross-project knowledge transfer, and a living identity layer.
Artificial Critical Thinking (ACT): Reasoning discipline for AI agents that imports hypothesis testing, falsifiability, and calibration from the human-reasoning literature into how AI systems think. Operationalizes the methodological bridge as runtime cognitive machinery: 27 always-on behaviors covering critical thinking, hypothesis-driven debugging, knowledge coverage, memory formation, and ethical reasoning.