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The Digital Banker Innovation Series: An exclusive interview with Gail Russell, HSBC’s Global Head of Customer Experience and Channels

In our latest episode, we explore how HSBC earned the prestigious ‘Best CX Business Model’ honour at the Digital CX Awards 2025, a recognition highlighting the banking giant’s commitment and service innovations. Hear from Gail Russell, Global Head of Customer Experience and Channels, as she reflects on what this award means to her team and how it has further sharpened their commitment to excellence.

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            The world’s preeminent Private Banks and Wealth Managers are demonstrating a committed drive in innovation, advisory, new products and services to meet the sophisticated needs of their clients.

            COVID-19
            Amid economic activity revival on the back of the Covid-19 vaccine program, organisations moving from business continuity plans to stable working environments, together with the slightest improvement in unemployment numbers, forced the world to adjust to new realities. Coming to terms with the “new normal”, global investors are now on the look-out for attractive and stable investment opportunities.

            Needs of Private Wealth customers and families worldwide have drastically changed due to the pandemic and banks have had to accelerate efforts to deploy a multi-channel service strategy and safeguard clients’ businesses and wealth against negative impacts of economic uncertainly.

            The Global Private Banking Innovation Awards will recognise the world’s best private banks, wealth managers and asset managers that are championing innovation across advisory, service, products, customer experience and more.

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