Which-50 Awards: HSBC – The Best In Analytics Innovation
Increasingly companies understand that their internal customers need simple, fast and easy ways of working, just like their external customers. Indeed the last few years have seen the growing recognition of employee experience as a critical success factor. That evolution helped with our choice of winner in the Best In Analytics Innovation category for the Which-50 Awards, HSBC.
HSBC’s staff had a problem with their customer engagement methods. A solution from Pega was selected and implemented to enhance the customer experience to give more relevant information to the buyer journey.
For employees, the solution created important efficiencies by helping to deliver leads to frontline staff that were customer-based and often in real-time.
Fabian Abacum, head of data and analytics at HSBC Bank Australia told Which-50, “The quality of the leads was very high and enabled the frontline to help customers with their immediate needs.”
“We also delivered real-time inbound notifications for insight-led conversations with customers who have walked into branches or called the contact centre.”
That made life much easier for front line staff who no longer had to dig through multiple screens to discover useful insights. “They are now delivered real-time with the solution,” he said.
Once the solution was integrated the HSBC stakeholders were more easily able to engage with customers with relevant, timely and useful information. That, in turn, leads to increased conversion rates, a rise in meaningful customer conversations and increased revenue for the business.
Abacum said, “We knew we needed a new platform which leveraged data to make real-time decisions across channels. To find the platform we ran an RFP. The software was selected during this process.”
