BMO Offers & Air Miles Integration Qorus-Infosys Finacle Banking Innovation Awards 2025

The integrated offer strategy for the digital channel introduced several groundbreaking innovations, transforming BMO’s ability to deliver personalized and dynamic customer experiences. This initiative leveraged new technologies, creative approaches, and cross-functional collaboration to drive measurable improvements in customer engagement and operational efficiency.

1. Centralized Offer Space: • A major innovation was the creation of a centralized “Offers” page within the digital banking environment, providing customers with a single location to view all targeted offers they were eligible for. • This required extensive development efforts, including new design templates and campaign assets tailored to 40 large-scale sales and service campaigns. • By replacing disparate banners and fragmented messages with a cohesive, streamlined interface, BMO significantly enhances the clarity, relevance, and accessibility of customer offers.

2. Salesforce Marketing Cloud Integration: • Salesforce Marketing Cloud was integrated in the digital channel, making a first for BMO’s authenticated digital environment. • Previously used to power personalized journeys on the public site, this platform now enabled product and marketing managers to design customized triggers and actions for targeted messaging within the digital banking experience. • This innovation empowered teams to dynamically adjust and deploy marketing messages, ensuring they were timely, relevant, and tailored to individual customer needs.

3. Automated Adjudication and Real-Time Offer Delivery: • The project laid the groundwork for deeper connections between real-time offer delivery, automated adjudication, and digital channel presentation. • Initially focused on scrubbing risky credit customer offers from the channel and fulfillment systems, this automated capability reduced manual errors, improved compliance, and ensured only appropriate offers were displayed. • This pilot served as a scalable case study, demonstrating the potential for real-time cross-sell generation and paving the way for future enhancements in personalized offer delivery.

4. Integration of Air Miles Reward Program Offers: • A key innovation was incorporating offer presentation capabilities from the recently acquired Air Miles reward program in the digital channel. • This allowed customers to view not only BMO’s financial product offers but also relevant retail loyalty promotions, creating a more comprehensive and engaging customer experience. • By centralizing sales and retail offers in one place, BMO enhanced customer convenience and reinforced its position as a one-stop destination for financial and loyalty solutions.

These innovations collectively transformed the digital channel into a dynamic, customer-centric platform that blends personalization, automation, and integration. The centralized offer space streamlined the customer experience, while the use of Salesforce Marketing Cloud brought powerful new capabilities for targeted messaging. Automated adjudication introduced efficiency and scalability, and the integration of Air Miles offers expanded the platform’s value proposition. Together, these advancements reflect BMO’s commitment to leveraging cutting-edge technology and creative approaches to deliver meaningful customer outcomes.