What the Omnichannel Customer Experience Means for HSBC | FF News at Sibos 2023

From Sibos 2023, we speak to Nadya Hijazi from HSBC, about her time at Sibos, how they're developing their own omnichannel experience and the move away from branches. Hijazi, who heads of Digital Wholesale Channels around the globe for the bank, says for most businesses, large and small, it's simply not feasible to go into the branch so a balance between digital first and 'in person when it matters' is needed. We also hear how they're aiming to provide a single and personalised experience for the customer regardless of the product they're accessing, and the impact that open banking APIs are having on their core services.