Luis Morales

Luis Morales

Adjunct Associate Professor in the Pratt School of Engineering

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, with six patents (one for Lucent, and five for AT&T) in the area of IP networking and security: US Patents: 5761203, 5987526, 6044092, 7444417, 792576 and 7953855.

Winner of Cisco’s highest technical recognition, Cisco Pioneer Award 2011, “Interactive Service Request Analyzer” 

Appointments and Affiliations

  • Adjunct Associate Professor in the Pratt School of Engineering

Contact Information

  • Email Address: luis.morales@duke.edu

Education

  • M.E. Cornell University, 1992
  • B.S.E.E. University of Puerto Rico (Puerto Rico), 1989

Representative Publications

  • Jarvis, A; Morales, L; Ranadive, U, Achieving Customer Experience Excellence through a Quality Management System (2016) [abs].