EPISODE 5

The Art of Authentic Leadership

In this episode of The CX Leadership Exchange, we sit down with Scott Horace, Senior Vice President, Global Contact Center Management at Mastercard. With a remarkable career spanning nearly three decades, Scott delves into the evolution of customer experience. He shares his insights on effective leadership, team dynamics, and the importance of authenticity in the workplace.

Gain valuable knowledge from Scott's extensive experience, including his approach to customer obsession, the significance of personal values in leadership, and the impact of mentorship on career development. This episode is a must-listen for anyone interested in customer experience and leadership.

Scott Horace
Senior Vice President, Global Contact Center Management
Mastercard

Scott Horace is the Senior Vice President, Global Contact Center Management for Mastercard Technology, a global business unit in St. Louis, Missouri. In this role, Scott defines global strategies and leads the Global Contact Center Management organization responsible for cardholder services across most of Mastercard's portfolios. Members of his organization provide first and second level support and implement contact center strategies and models for Mastercard customers. Also, the Global Contact Center Management team recommends business and process improvements based on customer feedback. Scott began his career at Mastercard in 1995, as part of the Network Command Center. He moved to Customer Support in 1997, where he held several progressive positions. He joined the Global Contact Center Management team in March of 2016.

Prior to joining AT&T, Tatyana also worked in the hospitality industry. She has an MBA from the University of Southern California and a BA from UCLA. Tatyana is PMP certified and has her Six Sigma Green Belt.

Chad McDaniel
President
Execs In The Know

Chad McDaniel is a well-known advocate for the Customer Management Executive. He works tirelessly to showcase the success of today's Customer Executive.

Execs In The Know believes that advancements in customer success are created when leaders share experiences, outlooks and insights - “Leaders Learning From Leaders.” Our mission is to provide measurable value to the corporate customer executive, by delivering customer experience improvements, in an efficient and effective manner. Execs In The Know connects customer professionals to valuable content, thought leadership, industry insight, peer-to-peer collaboration and networking opportunities. We support the customer professional in a live format by hosting national events (Customer Response Summit) and conducting a series of Executive Think Tanks.

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