Transforming CX, AI & Growth - Without the Excuses

Too many companies talk about customer experience and transformation. Few deliver. For more than two decades, Lance Gruner has led global brands to walk the property, uncover friction, and turn promises into measurable impact. Today, he brings that expertise directly to CEOs and boards ready to cut through complexity, embrace AI, and build growth that lasts.

about lance

For more than two decades, Lance Gruner has led global enterprises through transformation – scaling customer experience, harnessing AI, and building operations that last.

Most recently as EVP of Global Customer Care & Experience at Mastercard, he drove enterprise – wide AI adoption, streamlined global vendor networks, and built service models that deepened loyalty and retention across millions of customers. Lance’s leadership spans fintech, hospitality, and financial services, always centered on one principle: customer-first strategies must deliver measurable business outcomes.

Today, he serves as a retained advisor to CEOs and boards, helping organizations cut through complexity, align governance and strategy, and unlock growth in a fast-changing marketplace.

Advisory Services

Every organization faces unique challenges. Lance partners directly with CEOs, boards, and executive teams to bring clarity, discipline, and measurable results – whether through retained, fractional, or project based advisory.

AI & Digital Transformation

Customer Experience & Loyalty

Operational Leadership

Board Advisory & Directorship

Executive Coaching

Speaking & Board Service

Speaking

Lance is a sought-after keynote speaker who has addressed audiences worldwide on the future of customer experience, AI, and digital transformation.

Blending enterprise-tested expertise with forward-looking insight, he equips leaders to cut through complexity and inspire change with clarity and purpose.

Board Service & Advisory

Boards and leadership teams turn to Lance for his ability to connect strategy with execution. His counsel helps directors navigate risk, strengthen governance, and align customer initiatives with sustainable enterprise value.

In addition to advising, Lance is available for select board positions where his global experience in CX, AI, and operations can drive impact at scale.

featured book

10 Things They Hate About You

Customer trust can be lost in an instant. In 10 Things They Hate About You, Lance Gruner delivers a candid guide to the biggest mistakes companies make – and the practical strategies leaders need to avoid them.

Drawing on decades of global leadership, he reveals where customer experience breaks down, and how to rebuild it with authenticity, clarity, and measurable results.

Part warning, part playbook, this book challenges leaders to face the hard truths of customer experience – and equips them to deliver value that lasts.

RECENT Insights

SEE ALL insights

Lance shares forward-looking perspectives on AI, digital disruption, and the future of customer experience. His thought leadership challenges conventional thinking and equips leaders with the clarity and tools to stay ahead in a rapidly changing landscape.

contact

Let's talk About Your Transformation

Whether you’re exploring retained advisory, seeking a trusted board voice, or looking for a keynote speaker, Lance partners with organizations to cut through complexity and lead with clarity, purpose, and measurable impact.

Fill out the form below – or connect directly – to start the conversation.

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