BMO is applying artificial intelligence to help deliver more personalised client experiences and strengthen how bankers identify opportunities to support their clients. Across the bank, AI is being used to combine data, advanced analytics and human expertise to deliver tailored products and offers that inform timelier client engagement, all in a privacy-centric way that is consistent with BMO’s Global Privacy Principles at bmo.com/privacy.
One example of this approach is BMO’s Next Best Offer engine in Commercial Banking.
The capability helps relationship teams identify opportunities for meaningful client conversations through data-driven insights, served seamlessly through our CRM platform. It helps bankers focus on the opportunities that matter most, supporting more informed decisions and more personalised engagement.
Combining AI with relationship banking
Relationship banking has always relied on understanding clients, anticipating needs and identifying opportunities to provide support. As client expectations evolve and portfolios become more complex, AI can help strengthen those capabilities at scale.
BMO’s approach focuses on combining machine intelligence with deep sector and relationship expertise. AI helps surface insights and opportunities, while bankers apply their knowledge, judgement and understanding of each client’s circumstances to determine the best path forward.
The result is a model that enhances client engagement while keeping experienced bankers at the centre of decision-making.
Personalising engagement at scale
As one of North America’s largest banks, BMO is using data and insights to strengthen personalisation across its businesses.
The Next Best Offer engine supports this effort by helping generate and prioritize client leads and offers, provides insights to our sales teams on the rationale behind the offer, enabling richer, more relevant and timely client engagement.
This focus on personalisation is part of a broader strategy to use AI to drive business value while improving the client experience. BMO is applying AI to strengthen client engagement, enhance employee productivity and automate selected business processes across the organization, while using client data in accordance with BMO’s Global Privacy Principles and client consent.
Delivering measurable results
The impact of this approach is already visible.
Within Commercial Banking, BMO’s Next Best Offer engine has generated more than 18,000 leads within the first 12 months of launch, helping relationship teams build pipeline and support revenue growth. Enhanced personalisation of client leads and offers is also contributing to stronger client experiences as we change how we show up to our client engagements.
These results demonstrate how AI can move beyond experimentation and become embedded in day-to-day business activities, helping both employees and clients in practical, meaningful ways.
Building for the future
BMO continues to invest in AI as part of its broader digital transformation strategy. The bank is integrating AI into client experiences, employee tools and operational processes, with a focus on delivering tangible outcomes for clients, employees and shareholders.
As BMO scales AI across the organization, it is doing so responsibly and in line with its risk appetite, guided by strong governance, risk management and oversight. This includes using data in a privacy-centric way, consistent with BMO’s Global Privacy Principles and the choices and consent provided by clients. This approach helps the bank deliver innovation while maintaining the trust that is fundamental to client relationships.
For relationship teams, capabilities such as Next Best Offer represent an important step forward. AI can help surface opportunities earlier, support more personalised client engagement and strengthen how bankers deliver solutions.
The result is a more proactive and insight-driven approach to relationship banking — one that helps clients receive more relevant support while enabling bankers to focus on the conversations and opportunities that can create the greatest value.
