#481 - Building empathy and innovation in customer support: A conversation with Laurent Pierre

In this episode of Fail Faster, we welcome Laurent Pierre, Senior Vice President of Global Customer Support at Nielsen IQ. Laurent shares his incredible journey from his childhood as the son of Haitian immigrants to leading global customer support at a major corporation. He discusses the pivotal moments that shaped his career, his experiences working with AI at IBM, and the challenges and triumphs of digital transformation. Join us as Laurent reveals insights on empathy, the role of AI in customer support, and the future of personalized customer experiences.