Lance Gruner — Founder

Most companies don’t have a customer experience problem. They have an operating model problem that customers feel every day. I work with CEOs, Fortune 500, private equity firms, and leadership teams to identify and fix the operational, technology, and process issues that shape the customer experience. Over the past two decades, I have led and transformed global customer experience and service organizations across companies, including Mastercard, Western Union, Travelport, American Express, and luxury hospitality brands. My work has focused on building and modernizing large-scale service operations where customer trust, operational performance, and brand reputation intersect.I have led global contact center networks, CX transformation initiatives, and operational modernization efforts serving millions of customers worldwide. Today, I partner with organizations as a fractional executive, strategic advisor, or transformation leader, helping leadership teams address questions such as: • How should our customer experience operating model evolve in an AI-enabled work? • Where is friction in the customer journey creating unnecessary cost or churn? • How should we structure and manage global service operations? • What role should outsourcing and strategic partners play in our CX ecosystem? • How do we balance automation with the human experience in complex service environments? Because I have spent my career on the enterprise client side, accountable for global operations and CX performance, I bring a practical, execution-focused perspective. My work typically focuses on: • Experience Transformation • Global Customer Operations • Outsourcing Strategy & Strategic Partnerships • Executive Advisory for CEOs, boards, and private equity firms. I also write and speak about the future of customer experience and operational leadership. My book, "10 Things They Hate About You: A CX Playbook For Leaders", explores why companies struggle to deliver the experiences they promise. If your organization is navigating CX transformation, operational modernization, or an outsourcing strategy, I would welcome the conversation.

Stackforce AI infers this person is a Customer Experience and Operations Executive with expertise in FinTech and Hospitality sectors.

Experience: 11 yrs 9 mos