A post-COVID world
Customer service is at the heart of everything we do in the wealth management industry. It is about ensuring that the customer feels that every interaction and touchpoint with us is seamless, efficient, and relevant, whether navigating our digital platforms, speaking to an adviser, or receiving information about their portfolio.
The pandemic has accelerated client expectations when engaging with their wealth manager across a number of channels.
Wealth Managers are expected to deliver a robust and easily navigable omni-channel experience, where customers can select the engagement and consumption methods that work best for them.
Trends this year
The world we live in has changed dramatically in recent years, impacting economic growth, inflation, interest rates and sectors. We see four key trends and opportunities that run across geographies and sectors, covering both short- and longer-term periods.
- Remaking Asia’s future: Asian economies maintain relative outperformance against global peers due to China’s faster-than-expected economic reopening and the structural policy change towards supporting growth.
- Opportunities amid high rates and slowing growth in developed markets: We are always looking for the best opportunities in equities and bonds, balancing the attraction of improved valuations and declining inflation against the deterioration of cyclical momentum.
- Investing for a sustainable future: There is a broad spectrum of crises facing life on earth, but the good news is that we have everything we need to achieve our sustainability objectives. We now have the understanding, the technology, the capital and increasingly, the desire. As a result, the opportunity set is getting deeper and broader for investors every day.
- Digital transformation: The digital transformation, which started a few decades ago, continues to transform businesses, products and services we use. From the music and entertainment industry to automobile and connected home systems, digitalization cuts across multiple sectors that are close to our everyday life.
The role of technology
Clients increasingly expect technology to play a central role in the way their wealth is managed, but they also want human expertise that understands their needs and aspirations
and delivers high-quality, responsive and personalized advice.
At HSBC, we have been accelerating a seamless omnichannel and digital experience for our clients, investing in the full lifecycle of digital capabilities at every stage of their journey with us to ensure we have the right digital solutions to address their needs now and in the future.
International Women’s Month
The theme for this year’s International Women’s Day/Month is #EmbraceEquity, which strongly resonates with me. In addition to providing equal opportunities for all, I truly believe that gender equity drives better performance in an organization.
The industry has made much progress over the years but there is still more to do. At HSBC, we are taking action to remove barriers to deliver an inclusive environment where all colleagues can flourish and progress. After achieving our ambition of having 30% of senior leadership roles held by women in 2020, we set a new goal to reach 35% by 2025, and are already on track with 33.3% of senior leadership roles held by women at the end of 2022, an increase of 1.6 percentage points since 2021.
As a woman leader, I recognize the important role I have to play and take this responsibility seriously. We launched the IWS Women’s Network (IWin) last year, an initiative to drive change and deliver a culture where IWS women are empowered and inspired to develop and progress, focusing on areas such as career development, leadership, networking, and work-life balance.
The information and opinions expressed herein reflect the opinion and views of the interviewee at the time of writing; they are not necessarily representative of the views of HSBC.
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