Truly putting the customer first

BMO transforms into customer experience-driven organization – and decides employee engagement is crucial
By Amanda Silliker
|Canadian HR Reporter|Last Updated: 09/09/2013

Treating employees, customers right: In July, the Strategic Capability Network hosted a discussion on the connection between engagement and customer experience. The panel featured Joseph Doria, CEO of Lincoln Electric Canada, William Pallett, senior vice-president, people resources, Delta Hotels and Resorts, and Kelly Harper, director customer experience learning, BMO Financial Group.