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

You can find Laurent on LinkedIn here or on Twitter here.