#566: The future of financial services CX with Chris O'Brien, M&T Bank
The Agile Brand with Greg Kihlström®: Expert Mode Marketing Technology, AI, & CX
The Agile Brand
4.9 • 113 Ratings
🗓️ 23 August 2024
⏱️ 30 minutes
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Summary
Welcome to today's episode where we're diving into the future of financial services marketing with Chris O'Brien, SVP, Senior Product Owner at M&T Bank. We’ll explore the strategic use of first-party data, the integration of omnichannel customer experiences, and the modernization of marketing technology.
About Chris O'Brien
As SVP, Senior Product Owner at M&T Bank, Chris is responsible for driving growth by enabling go-to-market strategies through the application of MarTech, AdTech, and digital data strategy. Chris is focused on using a data-driven, audience-based, journey-led approach to build the underlying architecture to enable diverse enterprise use cases and elevate CX.
RESOURCES
M&T Bank website: https://www.mtb.com
ActionIQ website: https://www.actioniq.com
Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstrom
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Transcript
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| 0:00.0 | The Agile brand. |
| 0:03.0 | Welcome to Season 6 of the Agile brand, where we discuss marketing technology and customer experience trends, insights, and ideas with enterprise and technology platform leaders. |
| 0:18.0 | We focus on the people, processes, data, and platforms that make |
| 0:22.1 | brands successful, scalable, customer-focused, and sustainable. This is what makes an agile brand. |
| 0:27.6 | I'm your host, Greg Kilstrom, advising Fortune 1000 brands on Martec, marketing operations, and |
| 0:33.5 | CX, best-selling author and speaker. The Agile Brand podcast is brought to you by Tech Systems, |
| 0:39.4 | an industry leader in full-stack technology services, talent services, and real-world application. |
| 0:45.0 | For more information, go to teksystems.com. Now let's get on to the show. |
| 0:53.2 | Welcome to today's episode where we're going to talk about first-party data and financial services marketing with Chris O'Brien, SVP Senior Product Owner at M&T Bank. |
| 1:03.1 | We're going to explore the strategic use of first-party data, the integration of on-y-channel customer experiences, and modernization of marketing technology. |
| 1:11.9 | Chris, welcome to the show. |
| 1:13.4 | Greg, thanks for having me. |
| 1:14.7 | Pleasure to be here. |
| 1:16.3 | Yeah, looking forward to talking about all this with you. |
| 1:18.6 | Why don't we get started with you giving a little background on yourself and your role at |
| 1:22.4 | M&T Bank. |
| 1:23.7 | Yeah, thanks, Greg. |
| 1:24.5 | Happy to do so. |
| 1:25.7 | So I've now been at M&T just about eight years, which is pretty wild to say. |
| 1:31.0 | But during my time here at M&T, I've really been focusing on advancing our MTEC stack |
| 1:37.9 | and our strategy around that stack and the delivery of it, you know, really starting off in sort of implementing and |
| 1:47.8 | utilizing personalization platforms. And then that remit really expanded. You know, we had a lot of |
... |
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