Success Story

World's 7th and Europe’s Largest Bank HSBC Increases Registrations by 36% and App Users by 43%

App Push
Conversational CX
Predictive Audience

36%

increase in known customer registrations

48%

increase in digital product sign-ups YoY

43%

increase in app MAUs in 6 months

Industry

Financial Services – Banking

Themes

Personalization
Conversion Optimization
AI-Native Customer Journeys

Channels

Architect
App Push
App Personalization
Conversational CX
WhatsApp
SMS
Predictive Audience
Web

Tools

Lead Scoring
Insider One AI
Chatbots

“Switching from our previous marketing cloud to Insider empowered HSBC to unify data and deliver AI-powered, personalized journeys across channels. Within weeks, we saw higher account openings, product adoption, and engagement, achieving ROI while ensuring top security and compliance.”

Senior Vice President, Digital Banking

Why Insider

HSBC chose Insider after their legacy marketing platform left them with siloed customer data and limited personalization capabilities. Insider’s integrated CDP, AI-led Predictive Audience, and robust journey orchestration empowered HSBC to engage high-value audiences across every digital channel. Recognized as a Leader by Gartner, Forrester, and IDC, Insider gave HSBC the confidence to modernize while ensuring strong ROI and compliance at scale.

Executive summary

HSBC partnered with Insider to turn anonymous web and app visitors into known customers and drive digital product adoption. By leveraging Predictive Audience, Architect, Insider One AI, and Conversational CX, HSBC delivered behavior-driven, personalized journeys that boosted registrations by 36%, drove a 43% increase in mobile banking app active users, and achieved a 48% YoY lift in digital product sign-ups — all within just 14 weeks.

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About HSBC

HSBC is the world’s 7th-largest and Europe’s largest bank, serving over 39 million customers across retail, commercial, and global banking. Operating in 62 countries, HSBC connects individuals and businesses to opportunities worldwide, enabling economies to prosper through innovative, secure, and customer-focused financial solutions.

USE CASE #1

Turning Over 36% Anonymous Visitors into Customers in 14 Weeks

The challenge

HSBC’s digital channels attracted millions of visitors, but most remained anonymous due to siloed systems and strict compliance requirements. Data fragmentation made real-time personalization impossible, leading to untapped acquisition potential.

The solution

Using Insider’s AI-led Predictive Segments – Likelihood to Convert – HSBC identified anonymous visitors most likely to become customers and engaged them with targeted web campaigns and personalized prompts. Once HSBC captured their lead information (such as email or phone number for SMS/WhatsApp), they used Predictive Segments – Likelihood to Engage – to reach each prospect on the channel they were most likely to interact with, ensuring a seamless and highly effective conversion process.

The results

36%

increase in known customer registrations

25%

drop in anonymous user bounce rate

USE CASE #2
Driving a 48% Year-on-Year Uplift in Digital Product Sign-Ups with AI-Native Journeys

The challenge

HSBC’s static, disconnected campaigns and delayed data updates limited real-time personalization, especially for new-to-bank users who often visit only once. Without instantly capturing behavioral signals to adapt engagement, high-value acquisition opportunities were lost.

The solution

Insider’s unified customer profiles revealed each user’s lifecycle stage, enabling HSBC to target them with timely, relevant offers that pushed them deeper into the funnel. Lead scoring identified high-potential users, directing them into tailored journeys across App, Email, SMS, WhatsApp, and Web Push, and focusing resources where CR impact was highest, ensuring every interaction advanced conversion goals.

The results

48%

YoY increase in digital product sign-ups

43%

increase in app MAUs in 6 months

78%

of conversions from AI-native journeys

Summary

By switching from a legacy platform to Insider’s AI-powered, cross-channel personalization engine, HSBC transformed digital engagement, turning anonymity into loyalty and delivering measurable gains in customer acquisition, activation, and retention. The results — including a 36% registration boost, 43% increase in app users, and 48% YoY growth in product sign-ups — demonstrate the impact of next-gen marketing technology for banking.

Looking ahead

HSBC plans to expand its use of Insider One AI and Conversational CX to enhance real-time personalization, deepen chatbot engagement, and connect omnichannel banking journeys. These initiatives will help boost cross-sell and upsell performance while strengthening long-term customer loyalty.

Favorite feature

Predictive Audience

HSBC’s favourite feature is Predictive Audience because it enables precise targeting of high-value customers and anonymous visitors most likely to convert. By prioritizing these audiences with timely, relevant engagement, HSBC drives higher CR, stronger retention, and faster product adoption.

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