Co-Creating Success: King’s X Microsoft

From Transactional to Collaborative

When I first joined King’s College London, our relationship with Microsoft reflected a dynamic familiar across many institutions—one based on clear, transactional exchanges. We used Dynamics 365 to manage student engagement data and streamline internal processes. The relationship worked; it was effective, but limited to meeting our immediate needs. Much of the customisation at that time relied on a patchwork of third-party contractors and in-house developers, who were focused on tailoring the solution to fit our project-based framework.

“King’s ambitions were changing. As the Digital Innovation for Student Success (DISS) team came together, it became increasingly clear that we needed something deeper than a transactional relationship. We needed a partner, not just a provider”

But King’s ambitions were changing. As the Digital Innovation for Student Success (DISS) team came together, it became increasingly clear that we needed something deeper than a transactional relationship. We needed a partner, not just a provider—someone who could help us co-create, rather than simply implement. We were shifting from thinking about technology as a series of isolated projects to understanding it as a continuous, evolving product that needed to adapt to the long-term needs of our students and faculty.

A Shift Towards Co-Development

This shift aligned perfectly with Microsoft’s own transition towards a product-focused methodology, and soon, our conversations evolved from discussing short-term fixes to exploring long-term collaboration. At the heart of this transition was the DISS team itself—a diverse group of professionals from big tech, design consultancy, NGOs, and academia. This diversity was essential, enabling us to tackle challenges from multiple perspectives, and more importantly, to reimagine the ways in which technology could serve our community.

“At the heart of this transition was the DISS team itself—a diverse group of professionals from big tech, design consultancy, NGOs, and academia. This diversity was essential, enabling us to tackle challenges from multiple perspectives, and more importantly, to reimagine the ways in which technology could serve our community.”

We didn’t just want to create systems that worked for today—we wanted to build solutions that could grow with us. As a user-centric team, we’ve made comprehensive UX (user experience) studies a regular practice. Our collaboration with Microsoft began to reflect this ethos, with a shared focus on continuous improvement. We employed graduate interns for R&D projects, bringing in fresh insights and ensuring that our solutions resonated with the real-world needs of students. This wasn’t just feedback gathering—it was a genuine exchange of ideas. Microsoft began incorporating our insights into their development processes, and in turn, we started influencing the very technologies we were adopting.

Collaboration at Scale

Working with a company as large as Microsoft could have easily kept our relationship in the customer-supplier lane. But through sustained effort and a shared vision, we’ve transformed this partnership into something far more collaborative, driven by joint goals and mutual learning. Now, our relationship is built on regular discussions, shared roadmaps, and problem-solving sessions that focus on how technology can enhance the student experience in ways that weren’t possible before.

At the core of this collaboration is the integration of AI-powered tools, such as Microsoft Copilot. This technology allows us to provide more personalised student support, automating routine tasks and freeing up staff to focus on more complex, high-value interactions. For students, this means a support system that’s not only faster but tailored to their unique needs. The AI layer we’ve added isn’t just about efficiency; it’s about creating smarter systems that anticipate challenges before they arise, offering students a more proactive level of care.

“At the core of this collaboration is the integration of AI-powered tools, such as Microsoft Copilot. This technology allows us to provide more personalised student support, automating routine tasks and freeing up staff to focus on more complex, high-value interactions. ”

But this is just the beginning. While we can’t reveal all the details here, we’re excited to be working closely with Microsoft on even more advanced AI features. In fact, we were recently invited to present our work in a studio-recorded webinar at Microsoft HQ, which will be published in November 2024. This opportunity underscores how significant our collaboration has become—bringing real-world use cases from King’s into Microsoft’s innovation pipeline.

The Larger Role of Higher Education in Shaping Technology

Higher education isn’t just another sector—it’s an economic engine. In the UK alone, universities contribute £116 billion to the economy and support over 750,000 jobs. Globally, there are 235 million students in tertiary education. Universities aren’t just places of learning; they are innovation hubs, economic powerhouses, and incubators of the future workforce.

Given this scale, it’s essential for higher education to take an active role in shaping the technology it relies on. As student needs become more complex, and as the global higher education landscape grows more competitive, institutions can’t afford to passively adopt off-the-shelf solutions. The sector is under pressure to evolve, driven by shifting demographics, technological advances, and the changing expectations of students and staff alike.

“The sector is under pressure to evolve, driven by shifting demographics, technological advances, and the changing expectations of students and staff alike.”

This collaboration between King’s and Microsoft demonstrates what’s possible when universities and tech companies move beyond transactional relationships. By engaging with the sector early on, companies like Microsoft gain insights that inform not only the products they build but the broader direction of the industry. For universities, these partnerships allow them to influence the very platforms they depend on—ensuring that the technology is adaptable, inclusive, and responsive to the unique challenges we face.

The Future of Collaboration

As we move forward, the higher education sector needs more of these deep, collaborative relationships. The challenge isn’t just to keep up with technology but to actively shape it. For universities, that means going beyond procurement and becoming co-creators of the tools we use. For tech companies, it means recognising that higher education is not just a market but a critical partner and lab in shaping the future of work, learning, and innovation.

“For tech companies, it means recognising that higher education is not just a market but a critical partner and lab in shaping the future of work, learning, and innovation.”

At King’s, our partnership with Microsoft has shown us what’s possible when both sides bring their strengths to the table. It’s about more than software—it’s about creating a sustainable, adaptable future for education in the digital age. And as student needs evolve, so too must the tools we use to support them. This is a journey that will require collaboration, creativity, and a commitment to innovation from both universities and their technology partners.

The work has only just begun.