HSBC rolls out new customer experience programme
Under the expert guidance of Bain & Company and with operational and technology support provided by experience management leader MaritzCX, HSBC has completed the launch of their new, global, customer experience programme.
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HSBC, Europe’s largest bank, has re-designed their programme and implemented a top-down approach that achieves robust market-level competitor benchmarking as well as real-time interaction, journey and relationship-level feedback.
As a result, HSBC is now experiencing smarter integration of internal customer and operational data that now triggers real time surveys based on specific target customer journeys. In addition, it is now easier to identify ‘journey owners’ responsible for understanding and acting on the feedback.
The new journey-centred approach enables HSBC to explore its strengths and weaknesses by channel and by product without ever losing sight of the importance of the customer objective underpinning each of the journeys.
“Using combined data sources in this way is helping HSBC further cement their position as a global leader in retail banking, and it underlines their commitment to the delivery of a world class customer experience,” said Stephan Thun, CEO International of MaritzCX.
As a recognition of their achievement HSBC have been awarded the CXNetwork Elite Award for Best Use Data & Analytics at 2019’s CXForum, London.