S6 Ep172

Leading Customer-Centric Change: Interview with Krista Phillips, Chief Customer Officer at M&T Bank

Host Andrew Davidson welcomes Krista Phillips, M&T Bank’s first Chief Customer Officer, back to the podcast. Krista shares her journey and insights into the evolving role of customer experience in banking. With a career spanning major financial institutions, Krista discusses how customer insights can be leveraged to drive innovation and improve service delivery, highlighting specific examples of changes made based on customer feedback, such as streamlining onboarding processes and enhancing fraud detection communication.

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Meet the Host
Andrew Davidson headshot
Andrew Davidson
SVP/Chief Insights Officer, Comperemedia.
Meet the Guest
Krista Phillips
Chief Customer Officer, M&T Bank.
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