June 24 - 28, 2019
The Mirage, Las Vegas

Lance Gruner


Executive Vice President, Global Customer Care
MasterCard


8:10 AM TRANSFORMATION KEYNOTE From Party Crasher to Honored Guest: Becoming the Customer-Centric Champion Your Organization Needs

When Lance Gruner was recruited to focus B2B support processes at MasterCard, he felt like a party crasher.  Product lines operated independently, each with their own unique experience. There was no seat for neither him nor the customer at the table. 5 years on, Lance now leads B2B and B2C customer care, global CX and insights, engagement, and customer-centric culture transformation organization-wide. Discover how Lance went from party crasher to honored guest during this opening keynote:

  • Take a process-oriented 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


Check out the incredible speaker line-up to see who will be joining Lance.

Download The Latest Agenda