Sept. 27, 2021

EP31 - Banks Need to Balance Automation and Human Advice to Win with Maja Neable

EP31 - Banks Need to Balance Automation and Human Advice to Win with Maja Neable

In a world where consumers are moving their banking transactions online and leaving branches as remnants of the past, how does one bank differentiate themselves from the other? According to Maja Neable, Chief Marketing Officer (CMO), Banking at BMO Financial Group, it is a combination of what consumers think about as a perceived convenience, and the distinctiveness that a bank can create to try and convince consumers that they are really different.

The balance for automation and self-service, along with the need for timely advice, is something that banks are trying to figure out. The young Generation Z client believes that they will probably never set foot in a branch, though as their financial needs evolve and they mature in their financial journey, they often realize the need to ask for and get human advice.

Therefore, for those value-adding conversations, banks like BMO need to figure out why people should choose to stay with them, and it is mostly a result of being able to simply provide the right advice and truly help them. As we know, many things happen in life and we often need help. That help may not happen physically in the branch. Consumers can choose to talk to somebody on the phone, through video chat or perhaps even text chat. There is a lot of assistance and advice that can be delivered through digital channels.

Listen in as Maja and I discuss these and other topics around the future of banks.
Maja Neable is well recognized as an innovative, action-oriented marketing leader with strong digital background. Prior to her current role, Maja was VP Digital Marketing at BMO and prior to BMO, Maja held successively more senior roles across the US, Canada, and Europe in a variety of industries, including technology (Microsoft and Expedia) and telecommunications (Rogers and Telenor).  Maja is a mathematician who loves creativity, and this combination of left & right brain is what has guided her career. Her 20+ years of experience include digital marketing, design & product development, business & brand strategy and sales & service leadership.

Maja sits on the Board of Soulpepper theatre and is Vice-Chair of the Board at Skills for Change. She holds B Math degree from the University of Waterloo, and an MBA from IMD, Switzerland. She lives in Toronto with her husband and two sons, and enjoys skiing, running, and reading.