<description>&lt;p&gt;Host Andrew Davidson welcomes Krista Phillips, M&amp;amp;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.&lt;/p&gt;&lt;p&gt;Get in touch with &lt;a href="https://www.mintel.com/solutions/consulting/" rel="noopener noreferrer" target="_blank"&gt;Mintel Consulting&lt;/a&gt; to apply predictive insights to your specific growth goals.&lt;/p&gt;&lt;p&gt;&lt;br&gt;&lt;/p&gt;&lt;p&gt;Head over to Mintel’s &lt;a href="https://www.linkedin.com/company/mintel/" rel="noopener noreferrer" target="_blank"&gt;LinkedIn&lt;/a&gt; to let us know what you think of this discussion about driving changes based on customer feedback, and visit &lt;a href="http://mintel.com/" rel="noopener noreferrer" target="_blank"&gt;mintel.com&lt;/a&gt; to become a member of our free Spotlight community.&lt;/p&gt;&lt;p&gt;&lt;br&gt;&lt;/p&gt;&lt;p&gt;Host: &lt;/p&gt;&lt;p&gt;Andrew Davidson, SVP/Chief Insights Officer, Comperemedia.&lt;/p&gt;&lt;p&gt;&lt;br&gt;&lt;/p&gt;&lt;p&gt;Guests:&lt;/p&gt;&lt;p&gt;Krista Phillips, Chief Customer Officer, M&amp;amp;T Bank.&lt;/p&gt;</description>

Mintel Little Conversation

Mintel Little Conversation

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

FEB 2, 202627 MIN
Mintel Little Conversation

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

FEB 2, 202627 MIN

Description

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.Get in touch with Mintel Consulting to apply predictive insights to your specific growth goals.Head over to Mintel’s LinkedIn to let us know what you think of this discussion about driving changes based on customer feedback, and visit mintel.com to become a member of our free Spotlight community.Host: Andrew Davidson, SVP/Chief Insights Officer, Comperemedia.Guests:Krista Phillips, Chief Customer Officer, M&T Bank.