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I'm here with Jeremy Balkin, Head of Innovation at HSBC. You've just come off
stage at The AI Finance Summit talking about making your people more human using AI.
Can you just talk to me a little bit about what you mean by that and what
the key takeaways are for you from your keynote?
Sure. Firstly The AI Summit's been
incredible. I mean this is the Jacob Javits Center in New York,
this place is chock-a-block full, there's thousands of people. This is the mecca
for AI, so thank you for the opportunity to speak.
Suffice it
to say, you know, banking is still a people business and the Holy Grail in
retail financial services is personalization, and clearly, artificial
intelligence robotics robotics process automation, is going to get us closer to
that holy grail of personalization. Taking big datasets, structuring it and
give it a personalized outcome real time for customers to bank with HSBC when
where and how they choose and it was great to talk about that and how
ironically - and counterintuitively - all this technology, the AI and the robotics,
is actually going to deliver a more human experience for customers and
employees and it's going to deliver a deeper experience because it's gonna
free up time and so if the buyer and the seller in a transaction have more free
time they can spend more time interacting with each other - building a
deeper more meaningful more higher value-added interaction and relationship,
rather than right now it's really inefficient when you have binary or
generic interactions which are unpleasant for customers across all
industries and so we're trying to solve that and we're really proud of what
we've done and glad we could share it today
Absolutely. And obviously,
banking and final services
have typically been kind of slow moving in the past right? Obviously you're
leading an innovation team at HSBC, what do you think are the challenges
of actually bringing these technologies into the sector and
getting the organizations on board with it?
Well, HSBC started in 1865.
Two dudes from the UK were in Asia had this crazy dream to finance trade with
America. In 1865, BlackBerrys and fax machines didn't even exist so you think
about how audacious that little fin tech startup was and now 153 years
later, perhaps the biggest bank in the world so
being here being an Aussie of African parents worked for British banker has an
Asian name lives in New York I'm an outsider I'm you know I'm the product of
a diverse set of background and experiences and life experience and
professional experiences so to bring that excitement and diversity as an
outsider to the biggest bank in the world in a very stable risk-averse
financial services industry which importantly needs to be stable but
sometimes need the outsiders to come in bring that diversity inside especially
to do innovation I don't need to talk about it but to do it to put into
practice deliver superior customer experience and a superior employee
experience at scale. We define innovation as doing something
differently that creates value the key thing is yes you must challenge the
status quo but it has to add value and so from a US perspective where you
know on the one hand agency is the largest
bank in the world and we are in the largest economy so we want to grow our
base here, our brand, our reputation, our customer base in the US, in this key
growth corridor, in this key economy, and so being the kind of the crazy Aussie
doing innovation here is really cool. Suffice it to say, we've made history
twice this year - the first major bank in the world to put a robot in a bank
branch which is what we talked about today, and secondly, to deploy
wearable technology to see if we can drive efficiencies with our staff for
frontline staff. We did a partnership with Samsung on that and we also
announced a partnership on credit cloud applications straight through with a
FinTech partner we've seen five times monthly credit card application flow
volume increases eighty percent of that straight through which we announced a
partnership on consumer lending delivered on a mobile device for the
American company. To think about a new model for retail bank lending in the
u.s. take out your mobile phone take three minutes do an application for
learning it's 60 seconds 60 second decision
24 hours. This is historic for retail bank in the US. We announced the Robo advising
partnership on customers who want to self-serve in a lot of management we're
building a whole new Bank here in the US and we're super excited about it
customers are loving it and there's more to be done on this exciting journey for
HSBC here in the US.
Fantastic, and just on the point of
outsiders obviously there's a lot of talk right now of challenger
banks, FinTech startups and the like. How do you... how much are those considered
threats and how many of those do you work with as part of an ecosystem?
We've seen a lot of talk about challengers. Haven't seen them. Here in the US?
Haven't seen them. I love competition, I think competition is important I think
it's necessary - haven't seen it. Heard it, but haven't seen it. I will say how I
think about how what philosophically drives me in my day job how I think
about competition I think about competition less as bank X or bank Y
and more about the concept of time - you know, our time. We're competing for
customers time and the customer experience ... If you ask a customer today
across any industry chances are their superior customer experience is going to
be judged by their last best customer experience which was probably delivered
on a mobile device. It was probably somewhere with Amazon Facebook Yelp eBay
PayPal Venmo - that's the new expectation across all commerce in the US, perhaps
the world. Therefore we have to be moving fast lightning fast to the
extent we can to meet our customers when where and how they want to bank with us
and so that's taking you know yes we've had to look outside the box yes we've
had to partner with world leading technology companies like Softbag
robotics and Samsung and
because partnership is the way to go. Clearly, to do innovation successfully
you know we're a bank for HSBC we should do what a bank does we should play to
our strengths and therefore we should leverage the strengths of other
technology companies to help us deliver a superior experience - to move money faster
to move money safer to keep our customers delighted and that's what I
think that the secret sauce is about how innovation works within a major company
major corporation no less a bank which is highly regulated and needs to be so.
Ichallenge our competitors out there to take the lead
then. Why is HSBC leading the game? You know, our customers are expecting it.
let's deliver as an industry superior experience for our retail banking
customers here.
So what you're looking to like really engage with here today coming from the finance industry. You've mentioned not
just talking about finance but actually the customer experience as a whole - what are you looking for here?
Well I've seen so many friends here from other
companies outside of banking I've got a lot of HSBC colleagues here it's great
for us all to learn together I'm always I'm gonna go check out their sort of the
convention next door to see some of these companies and really just forget
that I'm a banker and pretend I'm a consumer and see what we can learn
because really a lot of the innovations are coming outside of banking so
need to go there and find it. I would also say that you know and I actually
said this in my opening remarks, my wife will tell you I'm not very intelligent
so I need all the artificial intelligence I can get and clearly AI
is going to become much more important and ubiquitous in all our lives no
less in banking and if we're not understanding it now if we're not being
able to apply it now right ways to add value to our customers
or our people work with the right partners, then we're not gonna be
relevant pretty soon and so we've been ahead of the curve and that's why we're
here and we thank you for the opportunity to be here
well thanks giving us your time today speak to us
Cheers Jeremy
No worries, thanks.
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