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As the Vice President of Customer Service Excellence (SVE) for the Tax & Accounting North America division at Wolters Kluwer, Laurent leads system, process, and talent optimization strategy through multidisciplinary teams that accelerate business performance, customer experience, and financial results. He also drives customer experience and software support strategy for technology, knowledge management, and technical support delivery for SVE TAA North American business units.
Prior to joining Wolters Kluwer, Laurent was the Partner General Manager for Microsoft Azure supporting US Government agencies and partners. Laurent also enjoyed a fourteen-year career 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 MBA’s in Financial Management/Management from Southeastern University. He is married and has five children.
The Listening Guide
Create a listening culture that elevates the employee experience with The Listening Guide.
Through this guide, Heather uncovers how you can ensure those you lead feel heard by taking 3 approaches to listening inside an organization.
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