Mastercard's Scott Horace Shares CX Wisdom and Leadership Insights

The CX Leadership Exchange Episode 5: Featuring Mastercard's Scott Horace

On January 30th, we had the privilege of interviewing Scott Horace, Senior Vice President of Global Contact Center Management at Mastercard. With nearly three decades dedicated to this iconic brand, his career serves as an inspiration for anyone looking to make a significant impact in the Customer Experience CX industry.

Scott's journey at MasterCard is not merely about longevity; it embodies a relentless pursuit of elevating customer interactions and building lasting relationships with clients across both B2B and B2C realms. He shares insights on how customers today demand immediate, informed support beyond just resolutions; they seek meaningful connections with brands that understand the value of their time and loyalty.

Here are three pieces of advice Scott offers to aspiring CX professionals:

1. Bring your authentic self to work.

2. Nurture team dynamics by valuing each member's contribution.

3. Mutual respect is crucial in leadership.

Let's get to know Scott Horace

Scott stresses the importance of consistent communication and ensuring that the company's values permeate every customer interaction, irrespective of geographical boundaries. He is committed to leading a diverse global team effectively.

As the conversation wrapped up, Scott shared the value of mentorship for professional growth and decision-making based on his personal experience of navigating complex managerial decisions with the guidance of a mentor.

Key takeaways:

• Leadership should always be authentic.

• Customer obsession fuels CX success.

• Effective communication ensures consistency across teams worldwide.

• Mentorship can significantly influence career progression and decision-making abilities.

Don't miss out on absorbing Scott's wisdom and experience during this episode of The CX Leadership Exchange. We look forward to celebrating the achievements of trlblazers in customer experience management.

Want to share your story?

The CX Leadership Exchange is currently inviting CX leaders who are eager to contribute their unique insights to our groundbreaking series. Your experiences, lessons learned from triumphs and challenges, have the potential to inspire countless others navigating the complex landscape of leadership.

Join The CX Leadership Exchange as we explore new ideas with our diverse range of guests. Your journey matters.

If you're interested in being a guest on The CX Leadership Exchange, please connect with us.
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