Why HSBC is banking on customer advocacy to drive long term, sustainable growth

Paul's approach to Customer Advocacy

In this episode we spoke with Paul Richardson. Paul has spent over 20 years working at HSBC, and is now the Client Experience Director for Private Bank.  

Paul explained why customer advocacy such an important growth driver for HSBC and how they're using customer insights to inform product and service developments.

During our chat, Paul also discussed how they've added a more human element to customer feedback surveys, and more broadly, how businesses can strike the balance between a human led vs digital experience.  

About Paul

Paul Richardson has worked for HSBC for over 22 years covering front to back roles across multiple markets. In his current role as Global Head of Client Experience for Private Bank, he is an accomplished Customer Experience Leader, where he oversees the end-to-end customer journey, prioritising customer satisfaction, and delivering all points of service level agreements.

Paul has led the design and execution of customer experience strategy focusing on digital, improving the experience for customers and front-line staff, which has resulted in several client experience awards. Outside of work he is a keen sailor, having been a sailing instructor when he left school.