Unica Interact enhances personally tailored customer experience in BMO’s omni-channel marketing strategy

The Challenge

Business challenge story

BMO — which also goes by Bank of Montreal — has a deep legacy and a well-established reputation in personal and commercial banking. After 200-plus years in business, BMO is the eighth-largest bank in North America, with more than a trillion dollars in assets and upwards of 12 million customers worldwide. BMO’s company and performance résumé is similarly impressive. They offer their customers a commitment to five strategic points: world-class client loyalty and growth; a winning culture driven by alignment, empowerment, and recognition; being digital-first for speed, efficiency, and scale; simplifying work and eliminating complexity; and superior management of risk and capital performance for customers as well as shareholders. BMO recognizes that consumer expectations have evolved, with customers expecting to choose freely the time and channel they prefer for engaging with their financial institution. Those expectations present a challenge — requiring that BMO be able to meet a customer’s needs irrespective of timing, with their account and product history accessible as needed to deliver the service required. BMO’s goal is to turn each customer inquiry into a compelling moment of engagement; to do that, they must understand individual customer needs and preferences and deliver consistent, personalized services through every channel — whether it’s an ATM, a mobile app, a website, or a brick-and-mortar branch location.