Lance Gruner

EVP, Global Customer Care Mastercard

Lance Gruner is a Senior Global Executive with extensive experience delivering results in B2B, B2B2C and B2C environments with premium, luxury, iconic brands in hospitality, travel and financial services in 184 countries and territories. Leader & innovator with an expertise and passion around Experience, Customer Experience, Employee Experience, Data Science and Transformative Voice of Customer strategies that create deep emotional connections with customers.

Areas of expertise include: Hotel, Resort and Travel Operations, Maritime & Cruise, Experience Design (CX), Customer Loyalty (CRM), Data Science, Voice of Customer Program Management, Cultural Transformations, Global Operations (184 Countries and 64 Languages), Digital, E-Commerce, Mobile, Revenue Management, Omni-Channel Customer Care.

Why Lance?

Lance brings an incredibly unique hospitality perspective to his current role in financial services.  With a determination to provide high touch experiences across MasterCard's customer strategy, he has grown his organization substantially over his ~5 years at MasterCard, transforming himself from a "party crasher" to a "guest of honor" at the C-Suite.  Lance's main stage keynote address will tackle how to go about championing a culture of customer centricity and building out an organizational structure that supports the experiences you seek to deliver.

Wednesday, August 12

Wednesday, August 12th, 2020

2:15 PM Build Cross Functional Relationships as the Customer-Centric Champion

When Lance Gruner started at MasterCard, product lines operated independently, each with their own unique experience. 5 years on, Lance now leads customer care, global CX and insights, engagement, and customer-centric culture transformation organization-wide. Discover how Lance connected the customer experience across functions:

  • Take a process approach to build the foundation for end-to-end CX 
  • Become the culture catalyst for customer centricity
  • How focusing vendor relationships contributes to holistic experience

Wednesday, August 26

Wednesday, August 26th, 2020