BMO
BMO is a full-service financial institution with more than 200 years of history behind it. Headquartered in Toronto, with its US headquarters in Chicago, the bank spans retail banking, wealth management, commercial banking, investment banking and a substantial commercial markets business covering traders and investors.
Its footprint is split almost evenly between Canada and the US, making it a top 10 North American bank. Globally, BMO ranks among the 75 largest publicly-traded companies.
Kristin Milchanowski, Chief AI and Quantum Officer at BMO, says the scale of the organisation shapes how her team approaches its work.
“ I like to remind my team of the magnitude of the decisions we’ re making,” she reveals.“ That’ s why empathy is so important.”
Creating growth opportunities That sense of scale is the starting point for how Kristin thinks about AI across the bank, from where it creates growth to how it earns the trust of clients and colleagues alike. AI at BMO is built around three consistent priorities: personalising client experiences, augmenting teams and automating workflows.
“ They are three phrases people hear a lot from me to keep things consistent,” says Kristin.
Rather than treating AI as a single, sweeping initiative, BMO applies it across distinct layers of the business, from the front line of client interaction through to the internal processes that support it. Each layer is judged by the same measure: does it help people move faster and more confidently?
“ We think clients can experience decisions faster,” Kristin continues.“ We want to help our teammates deliver their work in a more timely, personalised way to support our clients’ financial journeys – that’ s our goal.
That focus on personalisation and support runs directly into how BMO thinks about the client relationship as a whole, which is where its One Client strategy comes in.
4 bmo. com