Lance Gruner

Lance Gruner

Job Title: Executive Vice President, Global Customer Care

Company: Mastercard

Lance Gruner is Executive Vice President, Global Customer Care, for Mastercard. In this role, he is responsible for leading the Global Customer Service, Global Contact Center Management, Customer Technical Communications and Customer Intelligence and Advocacy teams that provide a high level of performance and support for Mastercard customer financial institutions. Mr. Gruner is also responsible for driving strategy, alignment and innovative care execution with other external stakeholder groups including merchants, governments and consumers.

Mr. Gruner is a customer and customer experience expert with extensive experience delivering results in B2B, B2B2C and B2C environments with premium, iconic brands in hospitality, travel and financial services. Mr. Gruner’ s expertise and passion centers around the Customer, Customer Experience, Customer Centric Culture Development and Transformative Voice of Customer strategies that create deep emotional connections with customers.  Prior to Mastercard, Mr. Gruner has held a variety of senior leadership positions with Western Union, Southfork Management, Bonn Capital Group, Travelport, American Express and Richfield Hotel Management.

Mr. Gruner holds a Master of Science degree in Strategic Management and a Bachelor of Science degree in Finance from Purdue University.

Speaking at the following:

2:30pm - 3:10pm
Panel discussion: How can brands, businesses and customers work together in a multichannel world?

• Customers demand immersive, tailored, cross-functional and cross-brand experiences – how to select like-minded partners • Matching customer centricity across brands and services to create innovative experiences • Who is ultimately responsible for the customer and how is responsibility determined • Driving service and product innovation through co-creation • Learning from the customer via multi-channel… Read more.

4:10pm - 4:50pm
Panel discussion: Employee Engagement

Developing the right team to meet your customer experience objectives: recruitment, training and talent development Building a roadmap for the employee journey across multiple channels – generating customer intuition and operating as a customer-centric company Aligning people, process and performance to drive customer success and satisfaction Foster a learning culture to strengthen product knowledge and… Read more.

11:15am - 12:00pm
Panel discussion: Bridging the gap between promise and reality

• Matching greater customer choice, knowledge, information and power to your CX and CS strategies • Your brand promise is determined by the customer’s experience and nothing else • Redefining your organisational structure to put the customer first • Who is really responsible for driving end-to-end customer experience in the organisation • Dealing with the… Read more.