Overview
Luis Morales has 28 years of professional experience in various engineering leadership roles at Cisco Systems and AT&T Labs. In his most recent assignment, he led a Cisco team responsible for analyzing customer sentiment and experience, create insights and compel the business to drive improvement actions.
Specialties- Building high-performing and engaged teams and leaders
- Passionate about quality, customer success and continuous process/product improvements
- HW & SW quality data analytics
- Thought leader in Quality Management System and customer experience
- Customer advocacy and customer quality engagements
Inventor
Six patents in the area of IP networking and security (one for Lucent, and five for AT&T)—
- US Patents: 5761203, 5987526, 6044092, 7444417, 792576 and 7953855.
Current Appointments & Affiliations
Executive In Residence in the Engineering Graduate and Professional Programs
·
2019 - Present
Engineering Graduate and Professional Programs,
Pratt School of Engineering
Recent Publications
Quality Experience Telemetry How to Effectively Use Telemetry for Improved Customer Success
Book · 2018 CiteAchieving Customer Experience Excellence through a Quality Management System
Book · July 8, 2016 This landmark book addresses: What customer experience really means Why it matters Whether it has any substantial business impact What your organization can do to deliver and sustain your CX efforts, and How we got to this particular point ... ... CiteEducation, Training & Certifications
Cornell University ·
1992
M.E.
University of Puerto Rico ·
1989
B.S.E.E.