Digitally Empowering the Customer Experience: A Journey Through Time at BMO 

At BMO, our commitment to delivering exceptional customer experiences is deeply rooted in our history—and continues to evolve through cutting-edge technology. From mechanical automation to artificial intelligence and quantum computing, BMO prioritizes innovation to deliver customer experiences that power real financial progress.  

On Customer Experience Recognition Day, let’s reflect on the innovations supporting the evolving needs of our customers.  

A look at the past: Mechanical foundations of customer service 

Before the digital age, BMO laid the groundwork for customer-centric systems.  

Announced in 1969, Mechanized Online Banking System, or “Mech,” connected 1,100 branches to a large central computer to create, at the time, the largest banking terminal network in the world. Mech’s mission was to free up branch personnel to concentrate on customer service, much like our Digital First strategic priority, as well as provide the bank capabilities to offer a whole new range of banking services. 

Innovation in the present: AI-powered personalization 

Today, BMO harnesses the power of artificial intelligence to support our customer-facing teams, optimizing them to deliver a smarter, more personalized experience. 

• Lumi Assistant, our award-winning AI tool, provides Team BMO instant access to over 8,000 critical Canadian Personal & Business Banking documents. Lumi delivers answers faster and anticipates questions, helping our employees deliver proactive customer service with confidence.  

• Rovr AI, BMO’s industry-first external-facing AI digital assistant, answers Advisors’ underwriting queries, freeing up time for client engagement and more proactively tailored conversations. Rovr is engineered to provide a streamlined experience for BMO Insurance and eliminate the need for manual searches and information gathering. Rovr isn’t just a tool—it’s a teammate, helping us deliver seamless, human-centred experiences for our clients.  

Turning toward the future: Quantum possibilities 

Looking ahead, BMO is preparing for a future shaped by quantum computing. As the first Canadian bank to join the IBM Quantum Network, we’re exploring how quantum technologies can revolutionize financial services. Quantum computing holds the promise of solving complex problems in fundamentally new ways, with the potential for unprecedented speed or accuracy, opening new frontiers in customer experience that are faster, smarter, and more secure.  

A legacy of innovation, A future of possibility—all in service of you 

Customer Experience Recognition Day is more than a celebration; it’s a reminder that great experiences are built over time. At BMO, we’re proud of our legacy and excited about the future. From mechanical systems to AI and quantum computing, BMO is a Digital First bank creating leading customer experiences that power real financial progress.