Bank of Montreal

Transforming inbound interactions into opportunities for customer engagement

Published on 25 Nov 2016

Cognitive is helping us more rapidly understand what customers’ needs or wants are, and provide relevant conversations or information.

Gayle Ramsay, VP Customer Analytics, Bank of Montreal

Bank of Montreal


Deployment country


Established in 1817, BMO Financial Group is a highly diversified financial services provider based in North America. Employing more than 46,000 people, BMO provides a broad range of retail banking, wealth management and investment banking products and services to more than 12 million customers. The group serves Canadian clients through its personal and commercial banking business: Bank of Montreal.

Business need
Every time a customer engages online, it’s an opportunity to deliver the kinds of personalized services that nurture loyalty. How could Bank of Montreal gain a 360-degree view of customer preferences?

Bank of Montreal uses a centralized, analytics-driven digital marketing platform to integrate data on customer behavior across all its touchpoints, delivering deep insight into their individual needs.

Today, the bank shapes tailored experiences when customers visit online, enabling it to reduce its reliance on outbound marketing and transform digital interactions into opportunities for engagement.


IBM products and services that were used in this case study.

IBM Campaign, IBM Interact

FSS: Banking - Front Office Optimization - Customer Insight, FSS: Banking - Front Office - Multi-Channel Transformation, Commerce Solutions, Commerce Solutions - Customer Analytics, Commerce Solutions - Digital Experience, Commerce Solutions - Marketing, Commerce Solutions - eCommerce, Customer Relationship Management, Smarter Marketing, Enabling Business Flexibility, Exceptional Digital Experience

Legal information


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