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 personalized 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.” Scott 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.