Bank of Montreal is one of the leading Canadian banks with millions of customers throughout North America. As an established brand with a rich history, a wealth of customer data and a purpose statement of “Boldly Grow the Good” for their customers, BMO knows the importance of personalisation. Within just three years, BMO has grown a team of 2 to 23 rock stars who continuously demonstrate value for their customers and their brand. For Chris Menezes, senior manager for personalisation and Claire Yeh, manager for personalisation and A/B testing, personalisation means understanding their customers' needs and motivations and crafting experience journeys that start with the customer. Join Chris and Claire as they detail the personalisation journey that BMO has undertaken.
What to expect in this session:
- Learn how BMO thinks about personalisation and A/B testing.
- Find out how the team grew from 2 to 23 in three years by proving the value of personalisation.
- Get best practices for building a high-performing team and delivering value through quality experiences.