Lance Gruner

EVP, Global Customer Care Mastercard

Wednesday, August 26, 2020

Wednesday, August 26th, 2020

8:20 AM Take Ownership of Your End-to-End Customer Experience

Far and beyond the contact center alone, CCW 2020 addresses the complex and interconnected nature of the end-to-end customer experience. Beyond each of our individual, day-to-day responsibilities to the customer, how are we working to collaborate internally and rethink customer experience for the future. How can the contact center advocate for customer centricity and become the glue for a connected, end-to-end experience? 

In this dynamic opening panel, we will explore how:
  • Highly successful companies adapt to the blurred boundaries between products, services, and environments
  • Take an integrated view to design end-to-end experiences that are valuable to their customers and successful in the market
  • Breaking down silos and organizational collaboration is key to transforming experience delivery