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

Page: https://stenobird.com/podcast/mintel-little-conversation-970536/leading-customer-centric-change-interview-with-krista-phillips-chief-customer-officer-at-m-t-bank
Text version: https://stenobird.com/podcast/mintel-little-conversation-970536/leading-customer-centric-change-interview-with-krista-phillips-chief-customer-officer-at-m-t-bank.md
Podcast: [Mintel Little Conversation](https://stenobird.com/podcast/mintel-little-conversation-970536)
Published: 2026-02-02T13:45:00+00:00
Episode link: https://www.mintel.com/little-conversation
Audio file: https://episodes.captivate.fm/episode/abd0bcc9-3f05-476b-9d67-240842a8f4af.mp3
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JSON: https://stenobird.com/v1/public/podcasts/mintel-little-conversation-970536/episodes/leading-customer-centric-change-interview-with-krista-phillips-chief-customer-officer-at-m-t-bank
Duration seconds: 1654

## Resource

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.

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## Transcript

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