In this episode of The Modern Customer Podcast, Krista Phillips, Chief Customer and Transformation Officer at M&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—while balancing digital growth with trust and prioritizing relationships over transactions.

Topics covered include:

1. Anchoring CX in relationships, not transactions

2. Balancing digital convenience with trust-based experiences

3. Turning customer signals into enterprise priorities

4. Using analytics and AI to inform decisions without replacing leadership

🎧 Listen to learn how customer insight drives execution inside a Fortune 500 bank.

Blake Morgan 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's Customer.

Follow Blake Morgan on LinkedIn

For regular updates on customer experience, sign up for her weekly newsletter here.

This week on The Modern Customer Podcast, Sven Gierlinger breaks down what CX leadership really looks like at scale.

As SVP and Chief Experience Officer at Northwell Health, Sven leads experience across one of the largest health systems in the country—bringing hospitality principles, cultural leadership, and practical technology into healthcare.

🎧 Listen to the full episode to learn what modern healthcare CX leadership really looks like—when it's done right.

Blake Morgan 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's Customer.

Follow Blake Morgan on LinkedIn

For regular updates on customer experience, sign up for her weekly newsletter here.

This week on The Modern Customer Podcast, Will Heywood, Chief Customer Officer of DHL Supply Chain North America, shares how the world's largest contract logistics provider applies AI where execution actually matters—inside warehouses, delivery networks, and daily workflows.

Will breaks down his first 90 days as CCO, including owning growth targets and clarifying how customer experience is created through day-to-day operational execution.

He also walks through real AI use cases already in production, from agentic delivery scheduling to warehouse automation, and explains why disciplined adoption matters at scale.

🎧 Listen to the full episode and see how AI actually works at enterprise scale.

Blake Morgan 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's Customer.

Follow Blake Morgan on LinkedIn

For regular updates on customer experience, sign up for her weekly newsletter here.