Our strategy - built on trust, accelerated with AI

Banking is entering a new operating environment. Artificial intelligence is impacting how customers make decisions, how businesses operate and how financial services are delivered.

For HSBC, it is helping us simplify processes, improve efficiency and create more personalised experiences. Payments, investing and treasury services are becoming faster, more intelligent and increasingly real time.

Crucially, AI is beginning to accelerate delivery of our strategy and ambition, enabling us to move at pace and put customers at the heart of everything we do.

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Georges Elhedery, Group CEO, HSBC

We are empowering relationship managers with AI to help them serve customers faster, while at the same time personalising the experience by providing more relevant customer support. And as we reinvest productivity gains back into our technology teams, we bring forward delivery timelines, turning improved productivity into earlier outcomes and faster transformation.

For customers, AI is reshaping how they engage with financial institutions: comparing products more quickly and exploring options more widely.

However, when it’s time to act, when complexity, risk and uncertainty are highest, customers still want a trusted relationship: someone to challenge assumptions, provide context and apply judgement. Customers and businesses will continue to need the institutions - and the people - they trust to move capital safely, manage risk effectively and operate across borders with confidence.

In financial services, trust is built on expertise, judgement, conduct and accountability, all of which matter most in an AI world.

Technology can improve speed, analysis and efficiency, but financial decisions require insight, expertise and oversight. The organisations that succeed will combine innovation with trust, speed with discipline, and technology with judgement.

The AI opportunity

We see AI as an opportunity to be a simple, more responsive and more connected bank for our customers and colleagues.

Our vision is clear: to empower our colleagues to use AI to create a personalised experience for each customer, deliver it safely, in real time and at scale, while keeping human judgement, decision-making and accountability at the core.

We are investing in the technology and platforms that strengthen how we serve customers, and we’re giving our colleagues the tools and training to adapt, succeed and benefit from the opportunities AI brings.

We’re already seeing results: from equipping Relationship Managers with an AI tool that delivers real-time market insights and personalised investment strategies, to our Corporate and Institutional Banking business using agents to manage customer enquiries globally across products, markets and regulatory requirements – reducing customer resolution time by over 30% since January 2025.

We are also building for sustained innovation by investing in in-house AI capabilities that can create impactful solutions for customers and colleagues.

This week, we announced plans to establish an AI Centre of Excellence in Singapore to develop AI capabilities for global application. The Centre of Excellence will hire at least 100 AI specialists to build and deploy innovative AI solutions with the potential to tackle bank-wide opportunities and issues at scale.

AI will change how work is done across industries, impacting some jobs, transforming others and creating entirely new roles that we’re only beginning to imagine. We want our colleagues involved in shaping that future for our customers, while continuing to innovate responsibly for the long term.

Technology is reshaping finance and the way we all do business. It is central to building the bank of the future – faster. But in a more automated world, trust is even more valuable, because it will determine who customers choose to make their most important financial decisions with.