Customer Experience Advisory Council Member Profile
Laurent Pierre, Jr.
Microsoft Azure
General Manager Microsoft Azure Support |
Areas of Expertise
Customer Experience Strategy, Your Customers, Their Journey, Customer-Focused Innovation, Customer First Culture, Principles of Customer Relationship Building, Customer Experience Functional Alignment, Accelerate & Improve Decisions with Data, Customer Experience
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As the General Manager for Azure CXP Support delivery for the US Government, Laurent Pierre, Jr. leads engineering support for Microsoft Azure customers which includes deploying and managing customer’s mission-critical workloads, driving rapid resolution to reported issues and increasing operational efficiencies across shared Microsoft global support systems and teams. He is a passionate champion for customer experience management activities division-wide and provides strategy, governance and business process integration using data collection, customer feedback/sentiment analysis (CSAT, NPS and UVoC) and AI-powered CX.
Prior to joining Microsoft, Laurent spent fourteen years at IBM leading various teams whose focus was on delivering world-class support to Fortune Global 500 customers, while driving customer experience initiatives using Salesforce, Medallia and IBM Watson AI. He also led a global team of Client Experience Managers who optimized user and customer experiences and successfully protected $2.4B in software account revenue. Laurent holds a Bachelor of Business Administration from Howard University and dual MBAs in Financial Management/Management from Southeastern University. He is married and has five children.
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