Bank of Montreal is nominated in the Transformative Innovator of the Year category at the Qorus-Infosys Finacle Banking Innovation Awards 2025. We asked the bank to present its strategy and actions in terms of transformation.
What transformation strategy has your organization led in recent years?
At BMO, we are committed to helping our customers make real financial progress. All our initiatives and innovations are centered on this mission and BMO Digital is tasked with spearheading this effort along with driving end to end digitization, mitigating digital fraud risk and cross-channel alignment. Digital plays a unique role in driving growth, loyalty and efficiency as part of the enterprise Digital First strategy.
What prompted this strategic transformation?
We identified lagging performance across numerous benchmarks measuring customer sentiment, platform engagement as well as key feature gaps vs. the market. This started on the digital journey in 2022 / 2023 to re-platform in Canada and build key features aligned with our purpose of helping customers achieve Real Financial Progress. This has translated to significant growth in benchmark performance and customer satisfaction.
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