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. His insight on patient experience draws from his years of experience while working with clients around the world.