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Build Report (PDF)

Retail and Business Banking

  • Mobile payments 
Continuing our leadership in mobile innovations, we announced the first point-of-sale mobile credit card transaction in Canada in partnership with Rogers Communications. This new mobile payments functionality allows our clients to use their existing CIBC credit card through their smartphone to purchase goods.
    Mobile payments
    Continuing our leadership in mobile innovations, we announced the first point-of-sale mobile credit card transaction in Canada in partnership with Rogers Communications. This new mobile payments functionality allows our clients to use their existing CIBC credit card through their smartphone to purchase goods.
  • Expanded hours
Now, more than half of our over 1,100 branches are open Saturdays; we have doubled the number of branches open Sundays and we are open later on weekdays at more than 90% of our branches across the country.
    Expanded hours
    Now, more than half of our over 1,100 branches are open Saturdays; we have doubled the number of branches open Sundays and we are open later on weekdays at more than 90% of our branches across the country.
  • Courtice Branch
We continued to invest in our branch network, with 28 new, relocated or expanded branches across the country this year. We marked a significant milestone with the opening of our 1,100th branch in Courtice, Ontario featuring an innovative new design concept that delivers an enhanced client experience.
    Courtice Branch
    We continued to invest in our branch network, with 28 new, relocated or expanded branches across the country this year. We marked a significant milestone with the opening of our 1,100th branch in Courtice, Ontario featuring an innovative new design concept that delivers an enhanced client experience.
  • CIBC Run for the Cure
On Sunday, September 30, CIBC employees were proud to join nearly 170,000 Canadians in 60 communities across the country in the 2012 Canadian Breast Cancer Foundation CIBC Run for the Cure.
    CIBC Run for the Cure
    On Sunday, September 30, CIBC employees were proud to join nearly 170,000 Canadians in 60 communities across the country in the 2012 Canadian Breast Cancer Foundation CIBC Run for the Cure.


  • Tour CIBC Charles Bruneau
This year, our employees and clients contributed $575,000 of the total $2 million raised through the 2012 Tour CIBC Charles-Bruneau, a four-day, 600 kilometer cycle across Quebec supporting childhood cancer research and treatment at the Fondation Centre de cancerologie Charles-Bruneau.
    Tour CIBC Charles Bruneau
    This year, our employees and clients contributed $575,000 of the total $2 million raised through the 2012 Tour CIBC Charles-Bruneau, a four-day, 600 kilometer cycle across Quebec supporting childhood cancer research and treatment at the Fondation Centre de cancerologie Charles-Bruneau.
  • Retail and Business Banking
Retail and Business Banking has actively shifted its strategy to a client-centric focus with the objective of accelerating profitable revenue growth and enhancing the client experience across all of our channels.
    Retail and Business Banking
    Retail and Business Banking has actively shifted its strategy to a client-centric focus with the objective of accelerating profitable revenue growth and enhancing the client experience across all of our channels.




Our business strategy
Retail and Business Banking has actively shifted its strategy to a client-centric focus with the objective of accelerating profitable revenue growth and enhancing the client experience across all of our channels.

Supporting our retail objectives are three strategic priorities:

  1. Deepen relationships with our clients
  2. Improve our sales and service capabilities
  3. Acquire and retain clients

2012 progress
We made good progress in 2012 against our strategic priorities.

 Deepen client relationships  Improve our sales and service  capabilities  Acquire and retain clients
  • We launched the CIBC Home Power Plan, combining the benefits of a traditional mortgage and a line of credit to give clients a long-term borrowing solution resulting in a deeper relationship with CIBC.
  • We launched the CIBC Total Banking Rebate to recognize and reward clients with fee discounts for building deeper relationships with us.
  • We introduced the Next Best Offer program in our client contact centres and branches to enable our frontline sales teams to better understand our clients’ needs and know the best offer based on their current holdings.
  • We were named the Best Commercial Bank in Canada by World Finance magazine for our strong client focus, clear commitment to building long-term client relationships, investment in infrastructure and strong management focus on strategic priorities.
  • We launched Break Away – an innovative leadership development program designed to help frontline leaders focus their teams on best practice activities in order to enhance the client experience and accelerate profitable revenue growth.
  • We implemented inter-branch banking capabilities for Small Business clients and launched the new cash management solution, CIBC Cash Management Online, to enhance the client experience.
  • We invested in a host of process improvements to increase responsiveness and enhance client experience.
  • We exited the FirstLine mortgage broker channel and are renewing FirstLine clients into CIBC branded mortgages where we have the opportunity to cross-sell and deepen client relationships.
  • Continuing our leadership in mobile innovations, we announced the first point-of-sale mobile credit card transaction in Canada in partnership with Rogers Communications. This new mobile payments functionality allows our clients to use their existing CIBC credit card through their smartphone to purchase goods.
  • We continued to invest in our branch network, with 28 new, relocated or expanded branches across the country this year and expanded hours of business. Now, more than half of our branches are open Saturdays and we have doubled the number of branches open Sundays and have extended our weekly hours in over 90% of our branches.


Our focus for 2013
Our strategic priorities remain the same for 2013. Our focus will be to:

  • Implement key initiatives that accelerate profitable revenue growth and enhance client experience
  • Continue to deepen client relationships by focusing on CIBC brand products and services
  • Leverage our multi-channel strategy with further investments in branches, mobile and online banking and our payments capabilities

2012 Financial Review – Retail and Business Banking

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