About Us

Specializing in the customer experience, Customer Zen works with clients to build or transform how companies deliver customer success. From customer on-boarding through implementation and ongoing support services, we help companies maximize capacity, enable customer self-service, gain analytic insight—and achieve that state of balance in which all systems work to the company’s overriding goal: to harmonize with the customer.

Laurie Jacobson Jones has built a career around helping high-growth, global technology companies scale through innovation. Her own interest in project management has scaled up from the carnival she threw in her front yard at age 10 to raise $12.67 for muscular dystrophy. Today her projects tend to be larger and are rarely catered by her mom. Her passion is to develop and implement solutions that better serve customers—anything from launching new software for a global enterprise to helping a nonprofit collaborate via Google Apps.

As a VP of Operations for Salesforce.com, she built Customer Support Operations, leading the transformation of customer support delivery through all channels, including back-office operations and analytics. She enabled self-service and automated call routing, increasing delivery productivity by 25%. In a company that had many initiatives going full-steam at once, she brought consistency to customer engagement and how success was measured.

Through VP roles at PeopleSoft, Supportsoft and Embarcadero Technologies, plus a range of consulting engagements, Laurie has experience in a variety of industries, including financial services, public utilities, staffing, manufacturing and healthcare. Across all these fields, she has focused on goals and problems technology is meant to address before launching into implementations. As a leader, she has helped her teams build stronger companies while improving their own skills and careers.

A Silicon Valley native, Laurie enjoys spending time with her family and seeing the world, most recently visiting Singapore, Armenia and Nepal.