{"version":1,"type":"rich","provider_name":"Libsyn","provider_url":"https:\/\/www.libsyn.com","height":90,"width":600,"title":"How a Fortune 500 Bank Turns Half a Million Customer Signals to Lead CX","description":"In this episode of The Modern Customer Podcast, Krista Phillips, Chief Customer and Transformation Officer at M&amp;amp;T Bank, explains how a Fortune 500 bank turns half a million customer signals into CX execution. The conversation explores how structure, governance, analytics, and AI help move customer insight from feedback into action\u2014while balancing digital growth with trust and prioritizing relationships over transactions. Topics covered include:   Anchoring CX in relationships, not transactions   Balancing digital convenience with trust-based experiences   Turning customer signals into enterprise priorities   Using analytics and AI to inform decisions without replacing leadership   \ud83c\udfa7 Listen to learn how customer insight drives execution inside a Fortune 500 bank.    Blake Morgan&amp;nbsp;is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today\u2019s Customer. Follow Blake Morgan on&amp;nbsp;LinkedIn For regular updates on customer experience,&amp;nbsp;sign up for her weekly newsletter here.&amp;nbsp; ","author_name":"The Modern Customer Podcast","author_url":"https:\/\/www.blakemichellemorgan.com\/the-modern-customer-podcast\/","html":"<iframe title=\"Libsyn Player\" style=\"border: none\" src=\"\/\/html5-player.libsyn.com\/embed\/episode\/id\/39621330\/height\/90\/theme\/custom\/thumbnail\/yes\/direction\/forward\/render-playlist\/no\/custom-color\/88AA3C\/\" height=\"90\" width=\"600\" scrolling=\"no\"  allowfullscreen webkitallowfullscreen mozallowfullscreen oallowfullscreen msallowfullscreen><\/iframe>","thumbnail_url":"https:\/\/assets.libsyn.com\/secure\/content\/197180845"}