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

In this episode of The CX Leadership Exchange, we had the privilege of diving into the mind and career of Scott Horace, the Senior Vice President of Global Contact Center Management at Mastercard. With nearly three decades working for the brand, Scott’s journey is a testament to the power of perseverance, evolution, and the human touch in the digitizing realm of customer service.

Authentic Leadership

Scott’s tenure at MasterCard is not a story of mere longevity but a passion to elevate every touchpoint between a brand and its customers. From leading a B2B customer support team to managing the global B2C side, Scott’s career is a blueprint for those looking to make a significant impact in the CX domain.

Throughout the episode, Scott underscores the essence of customer obsession and the shift from relationship-based interactions to the demand for immediate, knowledgeable support. He reminds us that customers aren’t just looking for resolutions; they seek relationships with brands that understand and value their time and loyalty.

For those aspiring to carve a niche in the CX industry, Scott shares three golden nuggets of wisdom:

1. Bring your authentic self to work.

2. Cherish and nurture team dynamics.

3. Respect is a two-way street.

Get to Know Scott Horace

Scott’s insights into nurturing a global team resonate with any leader managing a diverse workforce. He emphasizes the importance of consistent communication and ensuring that the corporate ethos translates into every customer interaction, irrespective of geographical boundaries.

As we wrapped up the conversation, Scott offered candid advice on mentorship’s critical role in career progression. His personal anecdote about navigating complex managerial decisions with a mentor’s guidance illustrated mentorship’s undeniable value.

Key Takeaways

  • Authenticity in leadership is non-negotiable.
  • A customer-obsessed approach is the cornerstone of CX success.
  • Effective communication and consistency in messaging are vital in leading a global team.
  • Mentorship can be a powerful catalyst for professional growth and decision-making.

Tune in to absorb the full depth of Scott’s wisdom and experience, and join us as we continue to celebrate and learn from the trailblazers in the customer experience industry.

Want to Be a Guest on The CX Leadership Exchange?

The CX Leadership Exchange extends an invitation to CX leaders eager to participate in this groundbreaking series. Your unique insights, forged through triumphs and challenges, possess the potential to ignite inspiration in countless others navigating the complex landscape of leadership.

Become a guest on The CX Leadership Exchange and inspire the next generation of leaders. Your journey matters. Interested in being a guest and sharing your insights on The CX Leadership Exchange? Get in touch with us.