Mike Mossman

Mike Mossman is EVP of Global Operations at Snap Finance, and sees customer experience as the product of how well people, technology, and operations work together. Decades of leading customer care organizations have shaped how he approaches the work. He focuses on giving employees what they need to solve problems well, reducing unnecessary effort for customers, and creating operations that can improve as they grow.

Mike has repeatedly emphasized trust, empowerment, and the ability to move quickly when conditions change as cornerstones of a great CX. For him, a strong operation gives people enough context and confidence to make good decisions without adding layers of complexity around them. 

AI fits into that model as another way to make the organization more responsive. Mossman is interested in tools that can surface useful information during interactions, reduce repetitive work, and help employees navigate conversations more effectively. When Snap Finance introduced Cresta Agent Assist, Mossman gathered feedback from employees across five countries and heard that the technology made their work easier and helped them feel more confident on the job. 

“Cresta allowed us to hit our ROI, which our business case was built upon, quicker than we had anticipated,” he said.

He also sees value in what customer conversations can teach the business. As more interactions can be analyzed at scale, service teams gain a clearer view of why customers are reaching out, where experiences break down, and which issues keep resurfacing. That turns the contact center into more than a place for resolving problems. It becomes a source of insight that can help the wider organization respond earlier and make better decisions.

Mossman’s perspective points toward a version of CX where speed, technology, and human judgment reinforce each other. More routine work will be automated, but the larger opportunity is to make employees better informed and organizations quicker to respond. His focus stays on creating an operation that can evolve without losing the trust and human connection that good service depends on.