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HSBC Culture of Innovation
Duration: 2:39
Speakers:
- Jamie Wong, Vice President, Strategic Growth and Digital Channel, Commercial Banking, HSBC Hong Kong
- Janet Yuen, Head of Digital Wealth, Platforms and Journeys, Retail Banking and Wealth, HSBC Hong Kong
LinkedIn (opens in new window) - Bugra Celik, Head of Digital Assets and Currencies, Global Macro, HSBC
LinkedIn (opens in new window)
[Narrators]
This is a time that either you will write history or you will be in history.
Customers are changing.
The world is changing.
People nowadays, they're used to all kinds of technologies that are easy to use.
So, they also would ask the same from their banking partners.
[Text on screen]
From ideas to impact
Culture of innovation
[Jamie]
My day-to-day work includes delivering the features so that we can improve our customer experience.
[Janet]
My team looks after digital wealth experiences as well as the in-branch wealth experiences.
[Bugra]
I am Head of Digital Assets and Currencies for Global Macro, looking after digital assets initiatives.
We are not just innovating for the sake of innovation, but we are innovating for the customers.
[Janet]
In many cases, innovation is impossible to do alone.
In order to bring something really to life, you need everyone to work together.
[Bugra]
Mainly it's about the culture because the people are very open for sharing ideas regardless of their teams, titles or backgrounds.
[Jamie]
So take my team in Commercial Banking for example.
We have people from Relationship Management, Analytics, Technology, and it's precisely these kinds of differences that makes us able to explore opportunities that none of us alone could have thought of.
[Janet]
I think innovation always starts with a seed of an idea, but very quickly you need to develop that idea into a customer vision and a customer problem.
[Bugra]
We look at our customer research, the latest technologies, and see if we can address these underserved needs.
[Jamie]
I often visit our Commercial Banking Centres to observe what our customers are like when they're there, and what kind of question they would ask.
After collecting all these observations and feedback, I would then know what I should be doing next.
[Janet]
Customer feedback is a gift.
It is the greatest gift that you could ever have when it comes to creating something new.
Even if they're not happy because it tells you that there's more to do to fix the problem.
[Bugra]
The technology enables us to deliver better products, so innovation is definitely driving better customer service.
[Janet]
It's the most amazing feeling to see someone using something that you helped create.
[Jamie]
It's all about our customers, giving them a good experience that they can use to make their life easier when they're banking with us.
[Text on screen]
HSBC | Opening up a world of opportunity
© HSBC Group 2026
Innovation that puts customers at its heart
From ideas to impact, we’re building a culture of innovation that always focuses on what matters most to our customers.
Our strategy - built on trust, accelerated with AI
In an AI world, the organisations that succeed will combine innovation with trust, speed with discipline, and technology with judgement, says Georges Elhedery, our Group CEO.
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