Transformation of Customer Journey in HSBC Through Omnichannel Approach as Discussed at Sibos 2023 by FF News
In the ever-evolving world of banking, HSBC is making strides to provide a seamless and personalized experience for its customers. The global head of Digital Wholesale Channels for HSBC, Nadya Hijazi, has been leading this charge.
At Sibos 2023, Hijazi emphasized the need for a balance between digital-first and in-person services. This balance, she believes, is crucial in catering to the diverse needs of customers while maintaining a customer-centric approach across all services.
HSBC is developing an omnichannel experience with this balance in mind. The aim is to offer a service that is as convenient as digital platforms but retains the personal touch of in-person interactions when necessary.
The bank's omnichannel experience is designed to be all-encompassing, catering to both digital and in-person services. However, the specific products or services that will be offered under this new approach were not detailed in the available information.
In addition to this, open banking APIs are influencing the way HSBC delivers its core services. The impact of these APIs is being felt on HSBC's services, as they strive to provide a single, personalized experience for customers across all products.
While going into a branch may not be feasible for most businesses, Hijazi did not explicitly state that this was the case for HSBC. The current global head of digital distribution channels at HSBC was not explicitly named in the available search results, and no direct information on HSBC's leadership or specific plans for evolving omnichannel experiences and the reduction of branch distance was found.
In conclusion, HSBC is working towards a future where banking is accessible and personalized, regardless of whether it's digital or in-person. With the guidance of Nadya Hijazi and the influence of open banking APIs, HSBC is poised to deliver a banking experience that caters to the needs of its customers in the digital age.
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