Reimagining the customer experience: How AI is revolutionizing Mastercard

In an era where technology is transforming entire industries, I have the honor of leading Mastercard on an extraordinary journey. Once synonymous with a simple plastic credit card for a company at the forefront of digital payments, we consistently push the boundaries of innovation while respecting tradition and our relationships with our merchants, banks and customers. Our commitment to customer service has played an important role in Mastercard’s success, culminating in 100 CIO Award this year for our project to combine technologies and improve the customer experience using artificial intelligence.

We live in an age of miracles. When I think about the technologies we started working with early in my career and look at what we’ve been able to do since then, it’s truly amazing: a global transformation led and driven by technology. When I started at Mastercard, we were known as the plastic cards that helped people live their everyday lives. But as the world has changed, we are privileged to help shape the future. Our services enable e-commerce to thrive by providing payment guarantees, zero consumer liability, APIs and services, and global acceptance of online stores, ride-sharing apps, and streaming networks around the world.

At the time, Mastercard had approximately 3,500 employees and a market capitalization of $4 billion. Today we are a $450 billion company with more than 35,000 employees worldwide. But technology is not what made Mastercard what it is today. People did it. It’s great to receive the CIO 100 award and know that it reflects the transformative work done by all the great people who work at Mastercard.