WEBINAR

How Mastercard is improving the customer experience

November 12, 2019 / 10:00 am PT / 11:00 am MT


Mastercard serves over 2.3 billion customers requiring a robust customer experience program focused on gathering customer feedback and enabling employees to act on the data they receive.

Join Lance Gruner, EVP of Global Customer Care, and John Goodwin, VP of Customer Intelligence, as they share how Mastercard increased customer satisfaction score (CSAT) by 23%. Get a first-hand look at the initiatives they took to achieve these positive results.

What you'll learn from the webinar

  • What tools Mastercard used to transform their CX program
  • How Mastercard created a single source of truth for customer experience data
  • How employees responded to customer feedback

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Featuring


Picture of Lance Gruner

Lance Gruner

EVP, Global Customer Care
Mastercard

Picture of John Goodwin

John Goodwin

VP, Customer Intelligence
Mastercard

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