Mastering Efficiency and Impact in Content Creation and Delivery: a Mastercard Case Study

Authoring and delivering personalized content are major factors in attaining a successful customer experience.

In this presentation, you’ll learn how Mastercard transformed its content strategy to deliver targeted content to a global audience and elevate the customer experience; all while improving efficiency in content development and management.

We’ll be revealing the methods, technologies, and processes one Mastercard team used to boost its Voice of the Customer score. You’ll also learn how Mastercard envisions the future of personalized content delivery, supported by AI (Artificial Intelligence) and ML (Machine Learning), and how they plan to measure impact on customer satisfaction, retention, and productivity.

What can the audience expect to learn?

• How to operationalize an efficient content strategy using people, processes, and tools
• The relationship between customer experience and productivity in delivering scalable and personalized content
• The importance of taking advantage of disruptive technologies (AI, ML) to author and deliver content

Meet the presenter

Jill Sheffield is currently leading the Content Strategy and Development team at Mastercard with focus on creating an ultimate customer content delivery experience. Jill joined Mastercard in 2008 with over 15 years’ experience in the Payments Industry. In her career with Mastercard, Jill leveraged her passion for technology, asset-based thinking and helping others in their career journey, to lead numerous global Operational Support teams, including an 18-month international assignment in Poland. Prior to joining Mastercard, Jill managed several Operational, Quality Assurance and Support teams.

Jill has a strong belief in giving back as shown with her community involvement and volunteerism. She volunteers for several Mastercard-sponsored programs including Girls4Tech and several Business Resource Groups. In addition, Jill is an integral volunteer for Safe Connections of St. Louis by donating her time and talents as a steering committee for one of their primary fundraising events.

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