Inside KeyBank's Approach to Customer Experience and AI

AI is often deployed to improve efficiency—but its impact depends on how work is structured and delivered. In this episode of The Modern Customer Podcast, Dean Kontul , EVP and CIO of Intelligent Automation, Contact Center, and Investment Operations at KeyBank , shares how one of the largest U.S. financial services companies is applying AI to improve customer experience. At KeyBank, AI sits alongside a strong focus on service culture, shaping how customer experience is delivered. The approach starts with integration—bringing together data, product, technology, and operations so customer behavior, product decisions, and service delivery can inform one another. 🎧 Watch the full episode to learn how AI can be applied as an enabler—not just a tool—and what it takes to translate it into real operational impact. Blake Morgan was called "The Queen of CX" by Meta. She is a customer experience futurist and author of three books on customer experience. Follow Blake Morgan on LinkedIn For regular updates on customer experience, sign up for her weekly newsletter here . Learn more at

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Inside KeyBank's Approach to Customer Experience and AI is an episode from The Modern Customer Podcast by Blake Morgan.

This episode is 25:48 long.

This episode was published on Apr 7, 2026.

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