HSBC: Customer centricity in a complex global environment
Alex Wright, Ewa Davenport, Sebastian Mitchinson and Joshua SorenTNS UK and HSBC
Summary
With the Financial Services industry becoming increasingly commoditised, HSBC needed to become more customer focused. HSBC believed that the products, services and experiences offered needed to yield loyalty as an outcome. Therefore HSBC and TNS devised the CRI Programme as a highly integrated tool to incentivise performance and help HSBC become more customer-centric as a business.
The foundations of the programme are based on true end-to-end delivery scaled up to align a wide range of systems, data collection...