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Manisha Burman
Senior HR Executive/CHRO at BMO Financial Group
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BMO Financial Group Case: Focus on Customer Loyalty
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About the talk

Focus on Customer Loyalty

In a fast paced digital world, maintaining customer loyalty is crucial, more than ever before. Learn how BMO’s approach towards customer experience is helping in gaining customer loyalty. Create a roadmap to:

  • How to adjust to the new human + digital changes

  • Transforming learning to tangible progressive plans

  • Adopt best practices for better customer experience


Create personalized and relevant experiences to develop brand connections and ultimately brand loyalty

00:00 Intro

00:29 Manisha Burman

01:40 Successful Client Experience

04:04 Organization of working

06:03 About management

07:44 How to do

09:34 What is next

10:50 About coaching

11:15 Impact and priorities

12:55 how to understand that it working

16:10 About practice and recommendations’

20:00 Change management

22:50 Is it difficult to start

24:25 Time you need for success

25:15 How she starts

27:30 The hardest part

29:40 Conclusion

About speaker

Manisha Burman
Senior HR Executive/CHRO at BMO Financial Group

Manisha Burman is Head, Client Experience and Workforce Effectiveness for Personal and Business Banking, Specialized Sales and Financial Planning for BMO Financial Group. In this role, she has completed a full renewal of the sales and service model to achieve our customer and business growth objectives resulting in year over year increases in role productivity, loyalty and reduced cost across 17k sales professionals. In addition, Manisha has accountability for client experience, all role based training, communications, change and practice management for all customer facing roles to drive salesforce effectiveness. Manisha joined BMO as Vice President, Talent Management in 2011, where she led and renewed a variety of functions including recruitment, talent planning, workforce analytics, career management, and employee pulse. She also served as the CHRO for Capital Markets & Wealth International working with the CEO and COO of Capital Markets along with our Asia and European Country Heads to elevate their talent, diversity and leadership development agenda. She drove a revamp of their performance and compensation programs and supported multiple restructuring and succession planning initiatives, including the appointment and transition of multiple Group Heads. Manisha has a diverse background in human resources, strategy, transformation and operations effectiveness.

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We're going to go on and you're going to learn a lot of great things. Anyway, I specifically you're going to learn some fantastic things from Alicia. Berman was ahead of work for strategies and Clyde experience personal business banking wealth distribution at dma Financial Group. Her business card is this big but she's got a really important title and lots of going on at BMO and you're going to enjoy hearing from her. So let me go ahead and ask but the join us until pooping more about. What does that all mean in terms of your day-to-day role? Hi Jim, nice to meet you. Yes,

so I leave client experience and Workforce strategies for the BMO Financial Group were based in Toronto and are across the country as well as the Us and other parts of the globe. And I'm focusing on the domestic business. The retail banking site, which is a third of the company. My rule is to work closely with all our headquarters leaders. Along with all our sales leaders, and everything to do with the effectiveness of our Workforce, as it relates to the client experience, our productivity, our efficiency, and our Effectiveness. And when I say all segments,

that's where that's where those elements of my title came in the financial planners, the mortgage specialist, all our Branch folks, Etc. Excellent. Will it start off by some? We talked a bit about yesterday, and I know you. And I talked about about, we look at those were really successful and customer experience, take a step back, a lot of a saw, but almost two years ago, in Forester, predicted that one out of Ford customer care to be fired. Before programs

could show any business or competitive. In fact about a hundred and fifty interviews. Different people did a survey and one icky things. We found that those were really effective weren't just is going to come out right now. We're just trying to create happy customers. Yes, they were, but doing

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