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

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.

Host Andrew Davidson and Doug Villone, Head of US Cards & Partnerships at Barclays discuss the evolving landscape of credit card usage and the potential future partnerships that may shape commerce. Listen to learn more about the importance of understanding consumer behavior and the role of non-traditional retailers in the credit card ecosystem.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 non-traditional retailers in the credit card industry, and visit mintel.com to become a member of our free Spotlight community.Host: Andrew Davidson, SVP/Chief Insights Officer, Comperemedia.Guests: Doug Villone, Head of US Cards & Partnerships, Barclays.

Go inside United Airlines’ co-brand strategy with host Andrew Davidson and Bob Daly, Managing Director of Global Co-Brand Cards. In this episode, we break down United’s recent card relaunch with Chase, the airline’s bold move into debit, and how a 360° career across consulting, banking, and airlines shaped Bob’s view of what truly drives loyalty. Listen to find out where co-brand programs are heading next and how leading brands are reimagining value for travelers.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 bold co-branding strategies, and visit mintel.com to become a member of our free Spotlight community.Host: Andrew Davidson, SVP/Chief Insights Officer, Comperemedia.Guests: Bob Daly, Managing Director, Global Co-Brand Cards, United Airlines.

Notes: What does it really take to turn information into insight — and insight into impact? Host Andrew Davidson is joined by David Faulkner, Senior Director at Mintel, as he reflects on a remarkable career championing the art of insight across some of the world’s leading food and beverage brands. Together they explore why bold thinking matters, how to move beyond data to meaning, and what the rise of AI means for the future of insight and creativity.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 bold thinking and the future of insights, and visit mintel.com to become a member of our free Spotlight community.Host:Andrew Davidson, SVP/Chief Insights Officer, Comperemedia.Guests:David Faulkner, Senior Director, Food and Drink Insights.Additional links:Video: “FAGE: Wherever You Want It” by FAGE Source: YouTube – https://www.youtube.com/watch?v=lNLhysjTVgEVideo: “Meet Lazlo: The Most Boring Pet in the World” by Catherine McEver Source: YouTube – https://www.youtube.com/watch?v=D7ai7MQgmSwVideo: “The Remote Work Revolution | The Prof G Show” by The Prof G Pod – Scott Galloway Source: YouTube – https://www.youtube.com/watch?v=hkWFeSmfAnA

Host Andrew Davidson speaks with Pam Habner, Head of US Branded Cards and Lending at Citi, about the launch of the Strata Elite Card and its strategic positioning in the competitive credit card market. Pam shares insights on consumer preferences, marketing strategies, and the importance of flexibility in rewards. Listen to the conversation about the evolving landscape of premium credit cards, the impact of AI on financial services, and leadership lessons from Pam's extensive experience in the industry.Download Comperemedia’s FREE 2025 Global Financial Services Trends and get in touch with our consultants to learn more about how the trends apply to your brand.Head over to Mintel’s LinkedIn to let us know what you think of this discussion about the state of premium cards, and visit mintel.com to become a member of our free Spotlight community.Host: Andrew Davidson, SVP/Chief Insights Officer, Comperemedia.Guest:Pam Habner, Head of US Branded Cards and Lending, Citi.

Host Andrew Davidson speaks with Jacob Zachs, founder and CEO of Fasten Rewards, about the innovative Fasten Rewards Visa credit card, which uniquely offers points on auto-related expenses such as loans, leases, insurance, and maintenance. Jacob discusses the card's target market, early adoption insights and the challenges of launching a new financial product. Listen to the conversation and find out more about marketing strategies, dealer partnerships, and the competitive landscape, highlighting Fasten's unique value proposition in the auto financing space. Download Comperemedia’s FREE 2025 Global Financial Services Trends and get in touch with our consultants to learn more about how the trends apply to your brand.Head over to Mintel’s LinkedIn to let us know what you think of this discussion about rewarding car payments, and visit mintel.com to become a member of our free Spotlight community.Host: Andrew Davidson, SVP/Chief Insights Officer, Comperemedia.Guest: Jacob Zachs, Founder and CEO, Fasten Rewards

Host Andrew Davidson is joined by David Johnson, CEO of Vervent, to explore the company’s journey from a specialist provider to a global force in financial services. They unpack how economic uncertainty is reshaping consumer needs — particularly among subprime audiences — and how Vervent is responding with innovation, agility and a consumer-first mindset. David shares his perspective on building trust in financial services, the evolving role of brand strategy, and how AI is shaping the future of the industry.Download Comperemedia’s FREE 2025 Global Financial Services Trends and get in touch with our consultants to learn more about how the trends apply to your brand.Head over to Mintel’s LinkedIn to let us know what you think of this discussion about subprime credit, and visit mintel.com to become a member of our free Spotlight community.Host: Andrew Davidson, SVP/Chief Insights Officer, Comperemedia.Guest: David Johnson, CEO & Founder, Vervent.

Mintel experts speak with Tati Lindenberg, Chief Brand Officer of Unilever's Dirt is Good brand, about leadership, consumer trends & purpose-driven branding in FMCG. Tati shares insights on adapting to local markets while maintaining a global brand identity and the future of fabric care in a technology-driven world. Listen to the conversation to find out more about consumer trends in fabric care, sustainability efforts, and the significance of storytelling in advertising. Head over to Mintel’s LinkedIn to let us know what you think of this thought-provoking conversation about leadership in FMCG. Download Mintel's FREE 2025 Global Consumer Trends and get in touch with our consultants to learn more about how the trends apply to your brand. Coming this October: Mintel’s 2026 Global Consumer Predictions—insights to shape the year ahead; visit mintel.com to become a member of our free Spotlight community to get our latest updates.Host: Andrew McDougall, Director, Mintel Beauty and Personal Care.Guests: Tati Lindenberg, Chief Brand Officer, Dirt is Good, Unilever.David Jago, Principal Consultant, Mintel Consulting.

Host Andrew Davidson speaks with Sumit Agarwal, Head of Cards at Upgrade, about the innovative financial products offered by Upgrade, including the unique Upgrade Card and the new OneCard. They discuss the company's mission to provide responsible credit solutions and the challenges of marketing these products. Listen to find out more about the future of financial services, particularly the role of AI in transforming the industry. Download Comperemedia’s FREE 2025 Global Financial Services Trends and get in touch with our consultants to learn more about how the trends apply to your brand.Head over to Mintel’s LinkedIn to let us know what you think of the discussion, and visit mintel.com to become a member of our free Spotlight community.Host: Andrew Davidson, SVP/Chief Insights Officer, Comperemedia.Guest: Sumit Agarwal, Head of Cards, Upgrade.

Host Andrew Davidson speaks with Adam Boyd, Head of Consumer Lending at Citizens, about the bank's strategic shift in its credit card offerings. The discussion covers the rationale behind the overhaul and the bank's approach to marketing and customer engagement. Listen to find out more about the importance of understanding customer needs and why it's crucial to remain committed to maintaining a relationship-focused strategy in a competitive market.Download Comperemedia’s FREE 2025 Global Financial Services Trends and get in touch with our consultants to learn more about how the trends apply to your brand.Head over to Mintel’s LinkedIn to let us know what you think of the discussion about relationship-focused strategies in banking, and visit mintel.com to become a member of our free Spotlight community.Host: Andrew Davidson, SVP/Chief Insights Officer, Comperemedia.Guest: Adam Boyd, Head of Consumer Lending, Citizens.