Jim Di Ciaula

Director, Customer Experience, Personal & Small Business Banking
BMO Harris Bank

Jim Di Ciaula, is Director, Customer Experience, Personal & Small Business Banking at BMO Harris Bank. Jim is a senior leader applying over 25 years of financial services experience to evolving the Bank’s customer experience strategy and supporting discipline. He is responsible for proactive design and management of the customer experience, in support of the bank’s vision; including establishing Voice of the Customer programs; development of customer insights to inform customer strategies; cultivating customer loyalty, and enhancing the overall delivery of the customer experience. He is a passionate change agent and visible leader, creating an environment for continued growth and sustained success.

A graduate of DePaul University, Chicago (B.S. Accounting; MBA Finance), Jim began his career at BMO Harris in 1990. He has held a number of leadership positions across the organization including Corporate Audit; Risk Management; Business Banking; Product Management; Marketing and Customer Strategies; and Acquisition Integration.

Jim has served on numerous community and non-profit boards and committees during his career. In addition, Jim currently is currently President of the Board for Tri City Family Services, a family-centered mental health and wellness center in the Fox Valley, and a passionate advocate of the not-for-profit community in his home town of St. Charles, including Lazarus House, Living Well Cancer Resource Center and CASA Kane County. Jim is also an active member of the BAI Retail Delivery Conference Planning Committee and Christ Community Church, St. Charles, Illinois.

Check out the incredible speaker line-up to see who will be joining Jim.

Download The Latest Agenda

Customer Experience Design & Strategy

Wednesday, April 6th, 2016

12:00 WORKSHOP C: VoC Programs Are The Compass In The Woods: How A VoC Program Will Guide Priorities And Action Planning

As part of the evolution of Voice of the Customer Programs organizations must utilize customer feedback as guide to driving actions that will increase Customer Loyalty. At BMO Harris Bank, the Voice of the Customer Programs have evolved, capturing both solicited and unsolicited customer feedback, to provide a holistic and integrated view of the Voice of the Customer.
In this session we will have a dialogue on:

A framework for establishing a VoC of Program
Leveraging the VoC Program to define Trends and Customer Insights
Action planning to influence Customer Loyalty

Customer Experience Culture & Engagement

Friday, May 6th, 2016

14:45 PANEL: Finding The Capacity To Solve Customer Issues When Compliance Is Prioritized Over CX

It’s no secret that meeting compliance requirements is a top priority for all financial institutions…as it should be. But, with the C-Suite so focused on regulations, how can you ensure that your cx initiatives get the attention they need? What’s more, how can you establish a better relationship with your compliance department so that you can work together more effectively?