The Modern Customer Podcast How a Fortune 500 Bank Turns Half a Million Customer Signals to Lead CX
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Jan 6, 2026 Krista Phillips, Chief Customer and Transformation Officer at M&T Bank, boasts over 30 years in financial services, focusing on customer-centric growth. She discusses transforming half a million customer signals into actionable insights. Key topics include anchoring customer experience in relationships, balancing digital ease with trust, and leveraging analytics and AI to enhance decision-making. Krista highlights the importance of personalized service in a digital world and shares how M&T anticipates customer needs through feedback.
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CX+Transformation Is Both Strategy And Delivery
- The CX and transformation role at M&T combines customer voice with delivery governance and process improvement.
- Krista's teams act as a COE while also doing hands-on experience design and PMO governance.
Personal Trust From Local Bank Relationships
- Krista kept her personal banking at Wilmington Trust (now M&T) because branch bankers knew her family.
- That long-term relationship influenced her decision to join M&T and shaped her view of the company's culture.
Offer Choice: Personalize And Digitize
- Meet customers where they are by offering both personalized service and mature digital options.
- Give customers choice so they can interact by branch, phone, or digital channels as they prefer.