Canadian Imperial Bank of Commerce (CIBC) has inked a multi-year agreement with global customer engagement firm Salesforce to further transform its banking experience for clients.
Under the agreement, CIBC selected Salesforce as its enterprise platform for customer relationship management (CRM).
CIBC will deploy Salesforce Customer 360 to offer tailored financial advice, service, and solutions to its clients at all touchpoints.
The bank will also leverage Salesforce’s Sales Cloud and Service Cloud for a full view of client interactions, and Einstein Analytics for customized data insights.
Salesforce SVP and general manager of financial services Rohit Mahna said: “The financial services industry has not been immune from the demands that a new era of technology and consumer expectations has placed upon businesses.
“Today’s consumers and business owners expect personalized advice and solutions as they plan for their financial futures.”
CIBC is committed to further simplifying the bank with end-to-end digitization, advanced analytics, and speed-to-market solutions.
The lender will utilize the Salesforce platform on all its channels to cater to varied client needs.
The latest partnership bolsters CIBC’s CRM capabilities for its clients and teams across North America.
CIBC group head of technology, infrastructure, and innovation Christina Kramer said: “At a time when demand for digital banking is rising sharply, investing in our technology to provide an integrated multi-channel experience is part of our long-term technology architecture roadmap that is key to transforming our business to meet the changing needs of our clients and teams.”
For over a decade, CIBC Capital Markets has been using Salesforce to support client servicing and advice to corporate and institutional clients.