Laura Downing

Trailblazer
DISC Type : DI

Vice President Global Customer Experience Strategy Consulting at TP

Nashville Metropolitan Area, United States

Overview

Laura is a VP, Customer Solutions & Strategy Consultant at TP, with over 15 years of experience in modernizing customer experience and operations through AI-enabled models. She specializes in driving measurable business outcomes across diverse sectors like BPO, Travel, Retail, and Healthcare.

Outside of her professional life, Laura is recognized as a top woman leader in Nashville, indicating strong community engagement and influence. Her work also reveals a keen interest in understanding the human element of digital transformation.

She was named among The Top 50 Women Leaders of Nashville for 2025 by Women We Admire.

Personality Overview

Assertive

Informal

Persuasive

They prefer to ensure that they are in control of the situation.  They will fight for you if they come to believe in you. They are not against taking risks and can make tough decisions when required.


Topics They Care About

AI Operationalization
Laura frequently highlights that the real challenge with AI and CX transformation isn't innovation but the operationalization and value realization of these technologies.
Customer Experience Scaling
Her experience includes leading strategies to scale customer experience, revenue, and operations through AI and digital transformation across global enterprise clients.
Digital Transformation Strategy
Laura has led enterprise transformation programs focused on customer experience, workforce performance, and operational efficiency, publishing work on the topic.

Media Appearances

Laura has no verified media appearances

Work History

4-2025
Vice President Global Customer Experience Strategy Consulting at TP
1-2023 - 4-2025
Vice President of Consulting and Solutioning at TP
8-2020 - 1-2023
Sr. Director Consulting and Digital Transformation at TP
7-2018 - 7-2020
Associate Director Consulting, Digital Transformation at Cognizant
7-2016 - 7-2018
Consultant Team Lead at UBS

Education

Design Thinking for Innovation from University of Virginia Darden School of Business
Bachelor's degree from DePaul University

More Information

Social Presence :

Prographics :

Exp : 22 Location : Nashville Metropolitan Area, United States Job Level : Senior Designation : Vice President Global Customer Experience Strategy Consulting at TP
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Insights For Selling To Laura

During A Call Or A Meeting

DO's

  • Talk about yourself and some of your achievements at the start of the conversation
  • Showcase existing customers and use case-studies to grab their attention
  • Give them control of the sales process

DONT's

  • Do not look like someone who doesn’t know what they are talking about
  • Don’t force involvement of other stakeholders unless it is critical
  • Don’t hesitate from asking them how they truly feel about your product

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Laura is

  • Relationship and product conviction matter equally, followed by a sense of achievement.
  • Will you ever get a clear answer from Laura

  • If they are not convinced, they will say no though in a friendly way.

Insights For Deal Planning

    How fast (or slow) will Laura move?

  • They can reach decisions quickly if they develop trust and confidence in the product.
  • Can Laura take some risk or not?

  • If necessary, they will be ready to take risks.

You And Laura

Personality Compatibility


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