TP TALKS: Mastercard's 5 best practices to deliver cost-effective and exceptional Customer Experience

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Scott Horrace, Senior Vice President, Global Contact Centre Management with MasterCard, will share how they deliver a terrific and personalised CX , while balancing the business need to make good economic decisions on how support is delivered. 

"We stay close to the experience because our brand and reputation are paramount to us- we can't let our foot of the gas, even as we're looking at ways to control costs"

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Speaker's bio: 

Scott Horrace, Senior Vice President, Global Contact Centre Management, Global Contact Centre Management with MasterCard Operations & Technology, a global business unit in St. Louis,Missouri. In this role, Mr. Horace defines global strategies and leads the Global Contact Centre Management organization responsible for cardholder services across most of MasterCard's portfolios. Members of his organization provide first- and second level support and implement contact centre strategies and models for MasterCard customers. Also, the Global Contact Centre Management team recommends business and process improvements based on customer feedback. 

Mr. Horace began his career at MasterCard in august 1995, as part of the Network Command Centre. He moved to Customer support in 1997, where he held several progressive positions. 

TP Talks

With the objective of curating a dynamic customer experience ecosystem, this webinar series is focused on inspiring ideas on how companies can adapt to become truly customer-centric. You will learn from best practices, big trends, innovations and real-world success stories for managing ever-changing customer expectations.

October 11, 2017 | 2:00 PM - 2:30 PM EDT          #Curatingthecx