Laura Downing is a VP Consulting at Teleperformance, a global leader in customer experience management. She holds certifications in Project Management Professional (PMP), Lean Six Sigma Master Black Belt (LSSMBB), and Change Management. She has over twenty years of experience in driving transformation projects and solutions across consulting, analytics, and technology.Laura has leveraged her expertise in manufacturing process improvement and generative AI to enhance operational efficiency, customer satisfaction, and revenue growth. She is also a published author and speaker on topics such as digital transformation, customer journeys, and change management. Laura is passionate about delivering high-quality and innovative solutions that create value for her clients and their customers.