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HSBC Case Study 2017: Digital: transforming customer experience & work methods

See the full Case Study, Presentation Slides and Video.

The innovative HSBC approach placed customers at the heart of an agile project to improve customer experience and set new standards for project delivery. Using Vizolution’s technology, LinkScreen sets up a digitally assisted phone conversation – as easy as the branch experience, but more efficient. Customers complete and sign applications electronically, quickly, and can see all information required by regulators. Challenging the norm was made possible by a low-risk proof of concept, which gathered evidence to build confidence. Collaboration and a new kind of supplier relationship were key to success. It has now been rolled out to 15 further UK workstreams and will support a new global banking proposition. Advisors are excited and a new Centre of Excellence is building capability for the future.

Who will learn from this case study? This case study is ideal if you are looking to simplify your customers’ end-to-end journey experience or get the most out of new technologies. Whether in a leadership role or part of the IT, Customer Experience, Compliance, Process Improvement, Change or Insight teams this will offer you the chance to see how by taking the time to understand your customer journeys and applying the right solutions can reduce costs and increase revenue while at the same time improving customer satisfaction.

Key results

  • 20% increase in conversion in telephony lending applications

  • Processing costs reduced by more than 8% per application

  • Process times dropped between 45% and 93%, from initial application to final resolution 

  • 95% of customers found the system easy to use, with 93% agent satisfaction

  • NPS of over 85

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