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
EVP, Global Customer Care
VP, Customer Intelligence