How Bank of Montreal is demonstrating true transformation in Canadian banking

It’s always a great pleasure for me to report true customer transformation, particularly when a ‘big five’ Canadian bank goes public about a successful innovation to their client experience.

Operational for over a year now, Bank of Montreal (BMO) leads a fresh and exciting approach to serving existing customers, and to winning new ones, in their retail banking branches, Wealth Management offices and Private Banking suites around the world.

The concept is pretty simple: bring subject-matter experts or product specialist advice to valued clients via high-definition Cisco TelePresence technology from BMO centres of expertise (Head Office, Regional offices, Contact Centres or other BMO branches and offices). The client and market impacts have already proven dramatic!

This short video is BMO’s story — of how they worked with Cisco to develop an idea, pilot it, and then roll it out to over 100 sites. Not as a technology, but as a “market-facing” business innovation, and a very integral part of their customer-focused strategy. Here BMO executives share their approach, the impact, challenges and lessons learned.

All of us at Cisco are truly appreciative of the opportunity to work with BMO on their exciting project, very proud of their early results and also grateful for their willingness to allow me to share it with you now.

Transformation anyone?

About Ron Dekker

Ronald J. Dekker is an Executive Sales and Business Development Leader at Cisco Systems Canada. Dekker also serves as Board Chairman at X2O | Media and as Director at Esna Technologies. Before Cisco, Ron was CEO of Connex (formerly Cygnal Technologies), Canada's leading independent provider of wired and wireless communications networks. Ron previously served as VP Alliances & Business Development for Tandberg, the #1 global video communications company where he identified and engaged new market opportunities that delivered the Company's next generation of innovation and growth (before the Company was sold to Cisco). Prior to Tandberg, Ron founded and served as CEO and Director of OneConnect, Canada's first and market-leading IP services provider. Prior to OneConnect, Ron was President & CEO of Ericsson Wireless Internet and before that, President of Williams Communications Canada (WilTel/TTS) which he grew profitably before selling to Telus. Ron has extensive global experience in telecommunications markets, specific skills in management and strategic planning, and a proven track record of delivering strong leadership and profitability. Ron is a member of the Young Presidents Organization (YPO), a charter member of the Academy of Technology CEOs (AceTech), volunteered for 6 rewarding years on the Board of Directors for the Children's Aid Foundation (www.cafdn.org) and currently volunteers as Event Chair for Community Rocks (www.communityrocks.ca) to raise necessary funding in support of intellectually handicapped people at Community Living Toronto. Cisco most recently appointed Dekker as Executive Lead for their Premier ICT sponsorship of the TO2015 Pan/Parapan Am Games. Ronald J. Dekker est un cadre supérieur des ventes et de l'expansion des affaires au sein de Cisco Canada. Il siège aussi en tant que président du conseil d'administration de X2O | Media et que directeur d'Esna Technologies. Avant de grossir les rangs de Cisco, Ron était chef de la direction de Connex (anciennement Cygnal Technologies), le premier fournisseur indépendant de réseaux de communication filaires et sans fil au Canada. Auparavant, il a joué le rôle de vice-président aux alliances et à l'expansion des affaires au sein de Tandberg, principale société internationale de communications vidéo, où il a précisé et tiré profit de nouvelles occasions de marché qui ont généré la prochaine génération d'innovation et de croissance de l'entreprise (avant que la compagnie ne soit vendue à Cisco). Avant cela, Ron a mis sur pied OneConnect, fournisseur de services IP chef de file numéro un au Canada, où il était chef de la direction et administrateur. Auparavant, il était président et chef de la direction d'Ericsson Wireless Internet et avant cela, président de Williams Communications Canada (WilTel/TTS), dont il a accru le chiffre d'affaires avant de vendre la société à Telus. Ron possède une vaste expérience mondiale des marchés des télécommunications et des compétences particulières en gestion et en planification stratégiques. Il a une feuille de route exemplaire en matière de leadership et de rentabilité. Ron est un membre de Young Presidents Organization (YPO) et un membre originaire de l'organisme Academy of Technology CEOs (AceTech). Il a fait du bénévolat pendant six années enrichissantes au sein du conseil d'administration de la Fondation de l'aide à l'enfance (www.cafdn.org) et occupe actuellement le poste bénévole de président de l'événement pour l'organisme Community Rocks (www.communityrocks.ca), qui vise à recueillir les fonds nécessaires au soutien de personnes présentant des déficiences intellectuelles à Community Living Toronto. Cisco a récemment nommé Ron au poste de cadre supérieur en chef de sa commandite Premier ICT des Jeux panaméricains/parapanaméricains de Toronto 2015.
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