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Mastercard’s best practices to deliver cost-effective and exceptional CX

This FREE webinar was recorded on:
Wednesday, October 11, 2017
09:00 AM - 09:30 AM BST
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Mastercard is a leader in global payments and a technology company that connects billions of consumers every day. They operate the world’s fastest payment processing network that connects consumers, financial institutions, merchants, governments and businesses in more than 210 countries and territories.

In this session, Scott Horace, Senior Vice President, Global Contact Center Management with Mastercard, will share how they deliver a terrific and personalised customer experience in every country, while balancing the business need to make good economic decisions on how this support is delivered.

“We stay close to the experience because our brand and reputation are paramount to us – we can’t let our foot off the gas, even as we’re looking at ways to control costs.”

Horace will provide insights into their experience and lessons learned, and on how being flexible, consistent and aligning with those that share your core values for customer service are key to delivering the types of experiences customers deserve.

Presenter:

Scott Horrace is 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, Horace defines global strategies and leads the Global Contact Centre Management organisation responsible for cardholder services across most of MasterCard's portfolios. Members of his organisation 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.

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.