In this episode of The Modern Customer Podcast, Krista Phillips, Chief Customer and Transformation Officer at M&T Bank, explains how a Fortune 500 bank turns half a million customer signals into CX execution.
The conversation explores how structure, governance, analytics, and AI help move customer insight from feedback into action—while balancing digital growth with trust and prioritizing relationships over transactions.
Topics covered include:
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Anchoring CX in relationships, not transactions
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Balancing digital convenience with trust-based experiences
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Turning customer signals into enterprise priorities
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Using analytics and AI to inform decisions without replacing leadership
🎧 Listen to learn how customer insight drives execution inside a Fortune 500 bank.
Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today's Customer.
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