Kapil Sharma

Senior Manager, Marketing Technology @BMO

Toronto, ON, CA

Visualize, develop and implement Marketing Architecture to support automated, real-time customer journeys on multiple marketing and banking inbound channels - in both United States and Canada • Develop use cases for the architecture in partnership with Digital, Marketing and Product teams • Enable and operationalize Customer Data Platform (CDP) as centralized segmentation engine driving the contextual personalization of customer experience on all channels • Build and implement the strategies for data ingestion and segmentation, Identity Resolution and segment activation from within Salesforce CDP - to support multi-channel journeys • Own and implement Salesforce Interaction Studio for real-time web trigger of customer journeys and Real Time Interaction Management (RTIM) for onsite and offsite personalization • Integrate Salesforce and Adobe marketing technologies with internal banking channels and the systems closer to those channels • Expand the scope and adoption of Digital Customer ID service to identify customers in the pre-authenticated areas of BMO\'s digital properties. Future-proof the capability in a cookieless environment and against any further regulations with Apple ITP, Firefox ETP and Google Chrome regulations • Synergize implementations and upgradations of Salesforce Marketing Cloud and Salesforce CRM (Sales cloud) to unlock joint capabilities - providing an even broader view into customer data and behavior • Leverage Artificial Intelligence (AI) and Machine Learning (ML) to prioritize customer offers, identify next best action and manage delivery of those offers on inbound banking and marketing channels • Advice the marketing and digital partners on the cookie-less strategy and how our MarTech stack is responding to the cookie regulations • Lead projects to integrate inbound marketing offers engine with Salesforce Marketing Cloud (SFMC) and CDP • Vendor relationship management - Adobe, Salesforce, Unica etc.

University of Mumbai

Master of Business Administration (M.B.A.), Marketing

University of Mumbai

Bachelor of Engineering (B.E.), Electrical, Electronics and Communications Engineering