How a Fortune 500 Bank Turns Half a Million Customer Signals to Lead CX

At enterprise scale, customer experience becomes a leadership discipline shaped by structure, governance, and execution.

In this episode of The Modern Customer Podcast, M&T Bank, a Fortune 500 financial institution, outlines how customer insight moves into action. Krista Phillips, Chief Customer and Transformation Officer, explains how the bank treats CX as an enterprise capability built into how work gets done.

Krista describes how M&T structured customer experience, analytics, marketing, and transformation under one leadership mandate, linking customer insight directly to execution across a 22,000-employee enterprise.

The conversation also examines how the bank reviews roughly 500,000 pieces of customer feedback each year. Analytics and AI help identify patterns and root causes at that scale, sharpening focus on the moments that most affect trust, including fraud experiences, payments, and communication.

Key highlights from the conversation:

• Leadership design links CX insight to execution

• Enterprise-scale feedback reshapes priority setting

• Trust depends on digital capability and human judgment

• Analytics and AI improve decisions without shifting accountability

🎧 This episode shows what it looks like when customer signals power execution—confidently and at scale. Krista is also a founding member of CXO House, a private community of senior CX leaders.

Stream now on Apple Podcasts, Spotify or your favorite podcast platform.