Asian Wealth Management Forum 2019 SG - Exclusive Insights - Anurag Mathur

Anurag Mathur of HSBC Bank

May 29, 2019

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1. How do clients want to be serviced?

Video transcript

1. How do clients want to be serviced?

Clients want a seamless experience. They want to be able to talk to their advisor, but they also want to be able to go online. They want consistent information. They want it to be easy to find. They want value adding advice. They want seamless execution. They want good pricing. And all of this has got to be cohesive and reliable. That is the challenge for the industry, but I think that's also the opportunity. At HSBC the way we're approaching this is to invest in the technology in digital, as well as in the people that are facing our clients, and not just the RMs, but actually everyone in the branch as well. I think the staff assisted digital, or the complement of the two, is actually going to be far more transformational and impactful in the next five years than the pure digital or robo.