The Modern Customer Podcast Vanguard's Client-First Approach to Building Trust at Scale
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Mar 24, 2026 Matt Brancato, Head of enterprise client relationships at Vanguard and former chief client officer, draws on hospitality roots to shape client-first work. He discusses aligning teams to break silos. He explains disciplined client listening, AI-enabled frontline support, investing in crew experience, and why human relationships still matter alongside tech.
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Lobby Conversations Shaped A Finance Leader
- Early Marriott experience taught Matt to leave his finance desk and talk directly to guests to learn real needs.
- The general manager urged him into the lobby, shaping his long-term habit of frontline engagement.
Enterprise Function Shrinks Vanguard For Clients
- Vanguard created an enterprise client relationships function to break down silos and make the firm feel smaller to strategic clients.
- The team works horizontally across business units to centralize the voice of the client and drive consistent delivery.
Build Disciplined Feedback Loops
- Listen with discipline by building robust feedback loops and processes to turn client feedback into prioritized action.
- Avoid treating all feedback as noise; codify how you capture, analyze, and act so voice of client guides decisions.