HSBC Holdings plc (HSBC): Business Model Canvas

In der komplexen Welt des globalen Bankwesens erweist sich HSBC Holdings plc als führendes Finanzunternehmen, das sich mit seinem innovativen Business Model Canvas strategisch durch die komplexe Welt des internationalen Finanzwesens navigiert. Von geschäftigen Metropolen bis hin zu Schwellenländern hat HSBC sorgfältig einen umfassenden Ansatz entwickelt, der traditionelle Bankfähigkeiten mit modernster digitaler Transformation verbindet und einen bemerkenswerten Plan dafür bietet, wie ein multinationales Finanzinstitut Werte schaffen, verschiedene Kundensegmente ansprechen und einen Wettbewerbsvorteil im sich schnell entwickelnden Finanzdienstleistungs-Ökosystem behaupten kann.

HSBC Holdings plc (HSBC) – Geschäftsmodell: Wichtige Partnerschaften

Strategische Allianzen mit globalen Finanztechnologieunternehmen

HSBC hat wichtige Technologiepartnerschaften mit den folgenden Unternehmen aufgebaut:

Partner	Partnerschaftsfokus	Gründungsjahr
Google Cloud	Cloud-Transformation und digitale Banking-Infrastruktur	2021
Microsoft	KI- und Cybersicherheitslösungen	2022
Salesforce	Kundenbeziehungsmanagement	2020

Partnerschaften mit lokalen Banken in Schwellenländern

Zu den strategischen lokalen Marktpartnerschaften von HSBC gehören:

• Industrial and Commercial Bank of China (ICBC) – Joint Venture mit 19,9 % Anteil
• Bank of Communications – 20 % Kapitalanteil
• Saudi British Bank – 49,9 % der Anteile
• Hang Seng Bank in Hongkong – 62,1 % der Anteile

Zusammenarbeit mit Fintech-Startups für digitale Banking-Lösungen

HSBC hat in mehrere Fintech-Partnerschaften investiert:

Fintech-Startup	Investitionsbetrag	Technologiefokus
Handelsverschiebung	10,5 Millionen Dollar	Finanzierungsplattform für die Lieferkette
Kontur	5,3 Millionen US-Dollar	Blockchain-Handelsfinanzierungsnetzwerk
Axoni	3,8 Millionen US-Dollar	Distributed-Ledger-Technologie

Joint Ventures in der Handelsfinanzierung und in internationalen Bankennetzwerken

Die internationalen Handelsfinanzierungs- und Banknetzwerkpartnerschaften von HSBC:

• Globales Handels- und Forderungsfinanzierungsnetzwerk, das 53 Länder abdeckt
• Bevorzugter Bankpartner der Welthandelsorganisation (WTO).
• Strategische Zusammenarbeit der Internationalen Handelskammer (ICC).
• Vollmitglied des internationalen Swift-Zahlungsnetzwerks

HSBC Holdings plc (HSBC) – Geschäftsmodell: Hauptaktivitäten

Privat- und Geschäftsbankdienstleistungen

HSBC ist in 64 Ländern und Territorien tätig und betreut etwa 38 Millionen Privatkunden und Vermögensverwaltungskunden. Das Privatkundensegment der Bank erwirtschaftete im Jahr 2023 einen Umsatz von 33,7 Milliarden US-Dollar.

Servicekategorie	Kundensegment	Jährliches Transaktionsvolumen
Persönliches Banking	Einzelne Kunden	1,2 Milliarden Transaktionen
Kommerzielles Banking	Kleine und mittlere Unternehmen	620 Millionen Transaktionen

Vermögensverwaltung und Anlageberatung

HSBC verwaltet ab 2023 ein verwaltetes Vermögen von 1,4 Billionen US-Dollar und betreut vermögende Privatkunden und institutionelle Kunden.

• Umsatz aus der Vermögensverwaltung: 8,2 Milliarden US-Dollar
• Anlageberatungskunden: 350.000
• Globale Vermögensverwaltungspräsenz: 24 Länder

Globales Transaktionsbanking und Handelsfinanzierung

HSBC wickelte im Jahr 2023 globale Handelstransaktionen im Wert von 9,1 Billionen US-Dollar ab und behauptete damit seine Position als führender Anbieter von Handelsfinanzierungen.

Handelsfinanzierungsmetrik	Wert 2023
Gesamtvolumen der Handelsfinanzierung	9,1 Billionen US-Dollar
Internationaler Zahlungsverkehr	2,5 Milliarden

Entwicklung einer digitalen Banking-Plattform

HSBC investierte im Jahr 2023 4,3 Milliarden US-Dollar in die digitale Transformation und Technologieinfrastruktur.

• Digital-Banking-Nutzer: 28,5 Millionen
• Mobile Banking-Transaktionen: 3,7 Milliarden jährlich
• Länder der digitalen Plattform: 36

Risikomanagement und Compliance-Überwachung

HSBC stellte im Jahr 2023 2,8 Milliarden US-Dollar für Compliance- und Risikomanagementaktivitäten bereit.

Compliance-Bereich	Jährliche Investition
Bekämpfung der Geldwäsche	1,2 Milliarden US-Dollar
Cybersicherheit	890 Millionen Dollar
Einhaltung gesetzlicher Vorschriften	708 Millionen Dollar

HSBC Holdings plc (HSBC) – Geschäftsmodell: Schlüsselressourcen

Globales Filialnetzwerk

HSBC ist in 64 Ländern und Territorien auf mehreren Kontinenten tätig. Ab 2023 behauptet die Bank:

Region	Anzahl der Filialen
Europa	2.153 Filialen
Asien-Pazifik	3.987 Filialen
Naher Osten und Nordafrika	612 Filialen
Nordamerika	524 Filialen
Lateinamerika	326 Filialen

Digitale Banking-Infrastruktur

Die digitale Banking-Plattform von HSBC umfasst:

• Mobile-Banking-Nutzer: 41,4 Millionen
• Online-Banking-Nutzer: 57,2 Millionen
• Digitales Transaktionsvolumen: 4,6 Milliarden Transaktionen im Jahr 2022

Humankapital

HSBC beschäftigt ab 2023 weltweit 238.624 Fachkräfte mit folgender Zusammensetzung:

Mitarbeiterkategorie	Nummer
Geschäftsleitung	12,456
Mittleres Management	67,890
Professionelles Personal	158,278

Technologische Plattformen

Zu den technologischen Ressourcen von HSBC gehören:

• Cloud-Computing-Infrastruktur
• Fortschrittliche Cybersicherheitssysteme
• KI- und maschinelle Lerntechnologien
• Blockchain-Integrationsplattformen

Finanzkapital

Finanzielle Mittel Stand Dezember 2023:

Finanzkennzahl	Betrag
Gesamtvermögen	3,1 Billionen US-Dollar
Eigenkapital	194,8 Milliarden US-Dollar
Kernkapitalquote	15.8%
Gesamtkapitalreserven	237,5 Milliarden US-Dollar

HSBC Holdings plc (HSBC) – Geschäftsmodell: Wertversprechen

Umfassende internationale Bankdienstleistungen

HSBC ist ab 2023 in 64 Ländern und Territorien tätig und bietet globale Bankdienstleistungen mit einem Gesamtvermögen von 2,98 Billionen US-Dollar an. Die Bank betreut weltweit rund 39 Millionen Kunden.

Servicekategorie	Globale Abdeckung	Kundensegmente
Privatkundengeschäft	64 Länder	Persönlich & Einzelne Kunden
Kommerzielles Banking	53 Märkte	Klein & Mittlere Unternehmen
Firmenkundengeschäft	40 Hauptmärkte	Große Unternehmen

Personalisierte Finanzlösungen für verschiedene Kundensegmente

HSBC bietet ab 2023 gezielte Finanzprodukte mit Kundeneinlagen in Höhe von 1,06 Billionen US-Dollar und Kundenkrediten in Höhe von 473 Milliarden US-Dollar an.

• Wealth Management Services: 499 Milliarden US-Dollar an verwaltetem Vermögen
• Persönliche Bankprodukte: 16 verschiedene Kontotypen
• Anlagelösungen: 27 verschiedene Anlageportfolios

Fortgeschrittene digitale Banking-Erfahrung

Statistiken zur digitalen Banking-Plattform für 2023:

Digitaler Kanal	Benutzerbasis	Transaktionsvolumen
Mobile-Banking-App	22,4 Millionen aktive Nutzer	3,2 Milliarden jährliche Transaktionen
Online-Banking-Plattform	35,6 Millionen registrierte Benutzer	4,7 Milliarden jährliche Transaktionen

Grenzüberschreitende finanzielle Unterstützung für Unternehmen und Privatpersonen

HSBC wickelte im Jahr 2023 internationale Handelstransaktionen im Wert von 5,2 Billionen US-Dollar ab und unterstützte damit den globalen Handel in mehreren Sektoren.

• Handelsfinanzierungsvolumen: 1,3 Billionen US-Dollar
• Grenzüberschreitende Zahlungstransaktionen: 3,9 Billionen US-Dollar
• Internationale Geschäftsbankkunden: 1,7 Millionen

Vertrauenswürdige globale Finanzmarke

Markenbewertungs- und Reputationskennzahlen für 2023:

Markenmetrik	Bewertung	Globales Ranking
Markenwert	18,2 Milliarden US-Dollar	Top 50 globale Marken
Kundenvertrauensindex	84.6%	Leiter des Bankensektors

HSBC Holdings plc (HSBC) – Geschäftsmodell: Kundenbeziehungen

Personalisiertes Beziehungsmanagement

HSBC betreut ab 2023 weltweit 39 Millionen Privatkunden- und Vermögensverwaltungskunden. Die Bank unterhält mehr als 4.000 Filialen in 62 Ländern und Territorien.

Kundensegment	Personalisierungsstrategie	Jährliche Investition
Privatkundengeschäft	Maßgeschneiderte Finanzlösungen	487 Millionen US-Dollar
Firmenkundengeschäft	Zuweisung eines Beziehungsmanagers	312 Millionen Dollar
Vermögensverwaltung	Personalisierte Anlageberatung	276 Millionen Dollar

Digitale Self-Service-Plattformen

Die digitalen Banking-Plattformen von HSBC verarbeiteten im Jahr 2023 2,3 Milliarden digitale Transaktionen, was 78 % der gesamten Kundeninteraktionen ausmacht.

• Mobile Banking App: 32,5 Millionen aktive Nutzer
• Online-Banking-Plattform: 45,6 Millionen registrierte Benutzer
• Digitales Transaktionsvolumen: 1,4 Billionen US-Dollar jährlich

Kundensupportkanäle rund um die Uhr

HSBC betreibt Kundensupportzentren, die monatlich 16,7 Millionen Kundeninteraktionen über mehrere Kommunikationskanäle abwickeln.

Support-Kanal	Monatliche Interaktionen	Durchschnittliche Reaktionszeit
Telefonsupport	7,2 Millionen	3,5 Minuten
Live-Chat	4,5 Millionen	45 Sekunden
E-Mail-Support	5 Millionen	6 Stunden

Engagierte Kundenbetreuer für Firmenkunden

HSBC betreut 1,5 Millionen Firmen- und Geschäftsbankkunden mit spezialisierten Relationship-Management-Teams.

• Durchschnittliches Kundenportfolio: 250 Unternehmenskonten pro Kundenbetreuer
• Jährlicher Firmenkundenumsatz: 18,3 Milliarden US-Dollar
• Engagierte Relationship Manager: 6.000 Fachleute

Treueprogramme und maßgeschneiderte Finanzberatung

Das Treueprogramm von HSBC umfasst 22 Millionen aktive Teilnehmer mit personalisierten Finanzempfehlungen.

Stufe des Treueprogramms	Mitglieder	Jährliche Vorteile
Premier-Stufe	3,5 Millionen	750 $ pro Mitglied
Advance-Stufe	8,6 Millionen	350 $ pro Mitglied
Standardstufe	10,1 Millionen	150 $ pro Mitglied

HSBC Holdings plc (HSBC) – Geschäftsmodell: Kanäle

Online-Banking-Plattformen

Die Online-Banking-Plattform von HSBC bediente im Jahr 2023 weltweit 56 Millionen digitale Kunden. Die digitale Plattform verarbeitete im Laufe des Jahres 2,8 Milliarden digitale Transaktionen, was einem Anstieg von 15,3 % gegenüber 2022 entspricht.

Kennzahlen zum digitalen Banking	Daten für 2023
Gesamtzahl der digitalen Kunden	56 Millionen
Digitale Transaktionen	2,8 Milliarden
Digitales Transaktionswachstum im Jahresvergleich	15.3%

Mobile-Banking-Anwendungen

Die Mobile-Banking-App von HSBC hatte im Jahr 2023 41,2 Millionen aktive Nutzer, wobei über 75 % der Kundeninteraktionen über mobile Plattformen stattfanden.

• Mobile App-Downloads: 12,6 Millionen im Jahr 2023
• Mobile-Banking-Benutzerdurchdringung: 68 % des gesamten Kundenstamms
• Durchschnittliche monatliche mobile Transaktionen: 423 Millionen

Physische Bankfilialen

HSBC unterhielt im Jahr 2023 9.243 physische Filialen in 64 Ländern, was einer strategischen Reduzierung um 12 % im Vergleich zu 2022 entspricht.

Filialnetzstatistik	Daten für 2023
Gesamtzahl der physischen Zweige	9,243
Länder mit Niederlassungspräsenz	64
Zweigreduktionsrate	12%

ATM-Netzwerke

HSBC betrieb im Jahr 2023 weltweit 22.674 Geldautomaten und wickelte 1,6 Milliarden Bargeldabhebungs- und -einzahlungstransaktionen ab.

• Gesamtzahl der Geldautomaten weltweit: 22.674
• Jährliche Geldautomatentransaktionen: 1,6 Milliarden
• Durchschnittliche tägliche Geldautomatentransaktionen: 4,38 Millionen

Call Center und digitaler Kundenservice

Die Kundendienstkanäle von HSBC wickelten im Jahr 2023 87,3 Millionen Kundeninteraktionen ab, 62 % davon wurden über digitale Plattformen abgewickelt.

Kundendienstkennzahlen	Daten für 2023
Gesamte Kundeninteraktionen	87,3 Millionen
Prozentsatz der digitalen Interaktion	62%
Durchschnittliche Reaktionszeit	3,2 Minuten

HSBC Holdings plc (HSBC) – Geschäftsmodell: Kundensegmente

Privatkunden

Im Jahr 2024 betreut HSBC weltweit rund 39 Millionen Privatkunden. Der Kundenstamm verteilt sich auf:

Region	Anzahl der Einzelhandelskunden
Europa	8,5 Millionen
Asien-Pazifik	22,3 Millionen
Nordamerika	4,2 Millionen
Naher Osten und Afrika	4 Millionen

Kleine und mittlere Unternehmen

HSBC unterstützt weltweit etwa 1,8 Millionen kleine und mittlere Unternehmen (KMU), mit Schwerpunkten in:

• Vereinigtes Königreich: 650.000 KMU-Kunden
• Hongkong: 320.000 KMU-Kunden
• China: 280.000 KMU-Kunden
• USA: 220.000 KMU-Kunden

Große Firmenkunden

HSBC betreut weltweit 3.500 große Firmenkunden mit einem Gesamtumsatz im Firmenkundengeschäft von 14,6 Milliarden US-Dollar im Jahr 2023.

Branchensegment	Anzahl Firmenkunden
Finanzdienstleistungen	850 Kunden
Herstellung	620 Kunden
Technologie und Telekommunikation	480 Kunden
Energie und natürliche Ressourcen	350 Kunden

Vermögende Privatpersonen

HSBC verwaltet das Vermögen von 620.000 vermögenden Privatpersonen mit einem verwalteten Gesamtvermögen von 520 Milliarden US-Dollar.

Vermögensklasse	Anzahl der Kunden
Ultra High Net Worth (>30 Millionen US-Dollar)	12.500 Kunden
Hohes Nettovermögen (1–30 Millionen US-Dollar)	285.000 Kunden
Wohlhabend (250.000–1 Million US-Dollar)	322.500 Kunden

Internationale Unternehmen und Händler

HSBC unterstützt 85.000 internationale Handels- und grenzüberschreitende Geschäftskunden mit einem globalen Handelsfinanzierungsvolumen von 607 Milliarden US-Dollar im Jahr 2023.

• Handelsfinanzierungstransaktionen: 1,2 Millionen pro Jahr
• Durchschnittlicher Transaktionswert: 506.000 $
• Abdeckung in 57 Ländern

HSBC Holdings plc (HSBC) – Geschäftsmodell: Kostenstruktur

Investitionen in Technologie und digitale Infrastruktur

Im Jahr 2023 investierte HSBC 4,3 Milliarden US-Dollar in Technologie und digitale Infrastruktur. Aufschlüsselung der spezifischen Technologiekosten:

Kategorie „Technologie“.	Investitionsbetrag
Cloud-Computing	1,2 Milliarden US-Dollar
Cybersicherheit	680 Millionen Dollar
Digitale Banking-Plattformen	1,1 Milliarden US-Dollar
KI und maschinelles Lernen	450 Millionen Dollar

Gehälter und Schulungen der Mitarbeiter

Gesamte mitarbeiterbezogene Ausgaben für 2023:

• Gesamtvergütung der Mitarbeiter: 17,6 Milliarden US-Dollar
• Schulung und Entwicklung: 342 Millionen US-Dollar
• Durchschnittliches Mitarbeitergehalt: 98.700 $

Kosten für die Einhaltung gesetzlicher Vorschriften

Compliance-Kostenverteilung für 2023:

Compliance-Bereich	Ausgaben
Bekämpfung der Geldwäsche	765 Millionen Dollar
Risikomanagement	512 Millionen Dollar
Regulatorische Berichterstattung	298 Millionen Dollar

Wartung des Filialnetzes

Betriebskosten des Filialnetzes für 2023:

• Gesamtzahl der Filialen weltweit: 10.172
• Gesamtkosten für die Wartung der Filiale: 2,3 Milliarden US-Dollar
• Durchschnittliche Kosten pro Filiale: 226.300 $

Kosten für Marketing und Kundenakquise

Aufschlüsselung der Marketingausgaben für 2023:

Marketingkanal	Ausgaben
Digitales Marketing	412 Millionen Dollar
Traditionelle Medien	276 Millionen Dollar
Kundenakquise	587 Millionen US-Dollar

HSBC Holdings plc (HSBC) – Geschäftsmodell: Einnahmequellen

Zinserträge aus Krediten und Hypotheken

Im Jahr 2022 betrug der Nettozinsertrag von HSBC 36,3 Milliarden US-Dollar. Die Bruttozinseinnahmen aus Krediten und Krediten an Kunden beliefen sich auf 54,3 Milliarden US-Dollar. Hypothekenbezogene Zinserträge machten etwa 12,8 Milliarden US-Dollar der gesamten Zinserträge aus.

Umsatzkategorie	Betrag (Milliarden USD)	Prozentsatz der Gesamtsumme
Privatkundenkredite	24.6	45%
Firmenkredite	18.7	34%
Hypothekendarlehen	12.8	21%

Transaktionsgebühren

HSBC erwirtschaftete im Jahr 2022 Gebühreneinnahmen in Höhe von 8,2 Milliarden US-Dollar, wobei Transaktionsgebühren einen erheblichen Anteil ausmachen.

• Transaktionsgebühren für Privatkunden: 3,4 Milliarden US-Dollar
• Gebühren für Geschäftsbanktransaktionen: 2,7 Milliarden US-Dollar
• Globale Banktransaktionsgebühren: 2,1 Milliarden US-Dollar

Gebühren für die Vermögensverwaltung

Die Gebühren für Vermögensverwaltungsdienstleistungen beliefen sich im Jahr 2022 auf insgesamt 5,6 Milliarden US-Dollar.

Vermögensverwaltungsdienst	Umsatz (Milliarden USD)
Anlageberatung	2.3
Portfoliomanagement	1.9
Finanzplanung	1.4

Devisenhandel

Die Einnahmen aus dem Devisenhandel beliefen sich im Jahr 2022 auf 4,9 Milliarden US-Dollar.

• Spot-Devisentransaktionen: 2,1 Milliarden US-Dollar
• Derivate und Terminkontrakte: 1,8 Milliarden US-Dollar
• Devisenhandelsdienstleistungen: 1,0 Milliarden US-Dollar

Investmentbanking und Beratungsdienstleistungen

Investmentbanking und Beratungsdienstleistungen erwirtschafteten im Jahr 2022 einen Umsatz von 6,5 Milliarden US-Dollar.

Servicetyp	Umsatz (Milliarden USD)
Beratung bei Fusionen und Übernahmen	2.7
Underwriting-Dienstleistungen	2.2
Restrukturierungsdienstleistungen	1.6

HSBC Holdings plc (HSBC) - Canvas Business Model: Value Propositions

You're looking at the core value HSBC Holdings plc offers its customer segments, which is heavily weighted toward its global network and its focus on high-value clients and financial performance metrics.

Global connector for trade and capital flows, especially East-West.

HSBC Holdings plc positions its Corporate and Institutional Banking (CIB) business as a market leader in cross-border transaction banking and capital markets. The HSBC Bank plc entity in Europe, for instance, acts as a global connector, linking European clients to opportunities across the entire HSBC network and connecting global clients to opportunities within Europe. This connectivity is being actively reinforced; in September 2025, HSBC Asset Management launched a new investment strategy specifically focused on trade finance, named Trade & Working Capital Solutions. The bank's operations span 57 countries and territories.

The bank's value proposition in trade is critical in the current environment, as a recent Trade Pulse survey of 6,750 decision-makers across 17 markets (including Hong Kong, mainland China, UK, and USA) showed corporates actively repositioning for operational flexibility amidst evolving tariff regimes and geopolitical risks.

Targeting a mid-teens Return on Average Tangible Equity (RoTE) for 2025-2027.

A key value proposition to shareholders is the clear profitability target. HSBC Holdings plc continues to target a mid-teens RoTE in each of the three years from 2025 to 2027, excluding the impact of notable items. For context on recent performance, the annualized RoTE excluding notable items in the first half of 2025 was 18.2%. The bank also maintains a disciplined capital stance, intending to manage the Common Equity Tier 1 (CET1) capital ratio within its medium-term target range of 14% to 14.5%.

Here's a quick look at some key financial metrics and targets:

Metric	Value/Target	Period/Context
Target RoTE (Excluding Notable Items)	Mid-teens percentage	2025, 2026, and 2027
Annualised RoTE (Excluding Notable Items)	18.2%	1H 2025
Expected Banking Net Interest Income (NII)	Around $42bn	2025
Expected Credit Loss (ECL) Charge	Around 40bps of average gross loans	Full year 2025
CET1 Capital Ratio	Targeting 14% to 14.5%	Medium-term target
Dividend Payout Ratio Target Basis	50%	For 2025, excluding material notable items

Comprehensive wealth management and private banking for affluent clients.

HSBC Holdings plc emphasizes its scale in International Wealth and Premier Banking as a core strength. The wealth management business reached nearly $1.3 trillion in invested assets in 2024, adding $102 billion in invested assets that year. The operating profit for the wealth and personal banking business in 2024 was $12.1 billion. The bank expects double-digit percentage average annual growth in fee and other income in Wealth over the medium term. In specific growth markets like Singapore, wealth management recorded double-digit growth in assets under management and revenue for several quarters.

The value proposition for these affluent clients is supported by:

• Global network access across 57 countries and territories.
• Strong performance in Wealth segments, such as International Wealth and Premier Banking (IWPB).
• Specific platform enhancements, like the World Trader platform, which saw a 535% increase in trade value in 1H25, with its assets under management rising 75% to $883m.

Digital tools like Future Planner for personalized financial planning.

HSBC Holdings plc offers digital tools to help clients gain clarity on their financial journey. The Future Planner tool is available to Premier customers, for example, in the UK and UAE. This tool is designed to help users set goals, test financial scenarios, and project their net worth over time.

The tool's function includes:

• Allowing users to build a financial profile by entering assets and liabilities.
• Potentially auto-populating data from existing HSBC accounts, such as current accounts, savings, credit cards, or mortgages.
• Connecting aspirations to specialist advice and investment toolkits.

In the UAE, the introduction of Future Planner was a key enhancement to the Premier offering, addressing the fact that 25% of residents planning to retire abroad were not confident in their financial plan, and 8% had no plan at all.

HSBC Holdings plc (HSBC) - Canvas Business Model: Customer Relationships

You're looking at how HSBC Holdings plc structures its direct engagement with its global customer base, especially following the January 1, 2025, restructure into four core businesses, including International Wealth and Premier Banking (IWPB) and Corporate and Institutional Banking (CIB).

For the high-value segments under IWPB, the relationship model is intensely personalized. The division reported a pre-tax profit of $1.188 billion for the first three months of 2025. Fee and other income in this division rose 24% year-on-year to $1.819 billion in that same quarter. In specific regions like the Middle East, the bank reinforces this high-touch approach; the average Ultra High Net Worth (UHNW) relationship size grew 14% over the past year, with UHNW clients driving 85% of regional revenue. The Swiss private bank entity holds $85 billion in client assets, acting as a nexus for cross-border capital flows.

The self-service digital channel is a major focus for the broader base of the approximately 39 million customers HSBC serves worldwide. The bank is pushing digital adoption, aligning with a global projection that mobile banking will account for 30% of all banking transactions by 2025. Digitalization is directly impacting revenue; for instance, wealth revenue in the retail business increased 12% year-over-year to $4.3 billion in the first half of 2024, which the bank attributed to these digital efforts.

Automation and intelligence are now key components of client interaction, especially through Generative AI (Gen AI). HSBC has over 600 AI use cases in operation across the Group. In CIB specifically, a deployed Gen AI assistant supports 3 million client interactions annually, resulting in 88% of those clients rating HSBC as easy to deal with. Furthermore, HSBC Private Bank rolled out its 'Wealth Intelligence' platform, which synthesizes information from over 10,000 data sources to aid investment advisers.

For Corporate and Institutional Banking (CIB) clients, the service remains high-touch, leveraging the bank's international network strength. CIB is positioned as an international wholesale bank offering seamless financial solutions to global corporates. The deployment of Gen AI in CIB servicing teams is designed to reduce turnaround times, effectively augmenting the personalized support relationship managers provide by handling high-volume, data-intensive tasks.

Here are some key relationship and digital metrics:

Metric Category	Segment/Area	Value/Amount	Date/Context
Client Interactions Supported by Gen AI	Corporate and Institutional Banking (CIB) Servicing	3 million annually	As of 2025 deployment
Client Satisfaction (Ease of Dealing)	CIB via Gen AI Assistant	88%	Post-deployment metric
AI Use Cases in Operation	Group-wide	Over 600	As of 2025
Wealth & Premier Banking Pre-Tax Profit	IWPB Division	$1.188 billion	Q1 2025
UHNW Client Asset Share	Middle East Private Banking	90%	Latest regional data
Developer Efficiency Gain from Coding Assistants	Internal Technology Teams	15%	As of 2025 initiative tracking

The relationship strategy is supported by technological scaling, evidenced by the fact that colleagues across the Group have access to an LLM-based productivity tool for tasks like translation and document analysis. The bank is also focused on growing its customer base through the acquisition of new-to-bank international customers within its Hong Kong and UK anchors, which support CIB and IWPB.

• IWPB combines premier banking outside UK/HK, the global private bank, and asset management.
• HSBC Bank USA, N.A. serves customers via IWPB and CIB.
• The bank is focused on growing wealth sales and digital usage in Hong Kong.
• The CIB division is focused on capturing global and intra-regional flows.

If onboarding for new high-value clients takes longer than anticipated, churn risk rises, so efficiency in the initial high-touch phase is critical. Finance: draft Q4 2025 client acquisition vs. retention metrics by next Tuesday.

HSBC Holdings plc (HSBC) - Canvas Business Model: Channels

You're looking at how HSBC Holdings plc connects its value proposition to its customers as of late 2025. The bank relies on a blended approach, mixing its vast physical footprint with increasingly sophisticated digital tools to reach its global customer base of around 39 million people. This mix is critical, especially as digital interactions are projected to account for over 90% of banking interactions globally by 2025.

The physical network remains substantial, though it is being strategically refined. HSBC Holdings plc serves customers worldwide from offices, branches, and subsidiaries in 57 countries and territories across Africa, Asia, Oceania, Europe, North America, and South America. This physical presence supports the bank's focus on globally connected affluent and high-net-worth clients, even as it has divested from some retail markets, such as exiting the US retail banking business in May 2021.

Here's a quick look at the scale of their physical and digital reach:

Channel Type	Metric/Scope	Latest Available Data Point
Physical Network	Countries with offices/branches	57 countries and territories
Digital Platform (General)	Projected global interaction share by 2025	Over 90% of banking interactions
Digital Platform (US Users)	Projected US digital banking users by 2025	Nearly 217 million
Mobile Banking (HK Example)	Active mobile user base growth (2020-2024)	Almost doubled
Contact Centers	Projected Generative AI adoption by end of 2025	80% of customer service/support organizations

For corporate clients, the HSBCnet platform is the core digital channel, offering powerful, intuitive online tools for managing complex banking needs, including support for the global alignment to ISO 20022 standards. The bank also offers the HSBCnet Mobile app, ensuring access to these services from a mobile device. In the Philippines, for instance, the 'Omni Collect' service launched in 2024 connects companies to HSBC's single API via HSBCnet for payment management.

The mobile banking experience for personal clients is also undergoing continuous refinement. In Hong Kong, for example, the bank rolled out a revamped mobile app in May 2025, which included 463 new features introduced in the preceding year (2024) to simplify day-to-day banking. This focus on digital enhancement is a response to the trend where, for instance, 60% of millennials primarily use mobile banking apps.

Contact centers and automated services remain a key touchpoint, balancing speed with high-quality interaction. Industry benchmarks for 2025 suggest that successful contact centers aim for First Contact Resolution (FCR) rates above 70% and Customer Satisfaction (CSAT) scores over 75%, with an Average Handle Time (AHT) around 7-10 minutes. HSBC is definitely investing in automation here, with generative AI adoption across customer service organizations predicted to hit 80% by the end of 2025.

A significant channel investment in Asia is the expansion of the flagship wealth center model, which serves Premier Elite and high-net-worth individuals. In January 2025, HSBC opened its flagship Wealth Centre in Malaysia's Tun Razak Exchange (TRX), joining established centres in Singapore, Hong Kong, Taiwan, and mainland China. This move aligns with the growth in the Malaysian wealth market, where high-net-worth individuals held liquid assets valued at US$176.62 billion in 2024, with a projected compound annual growth rate of 6.1% through 2028. The Malaysian centre itself is a physical manifestation of premium service, featuring:

• 11 private rooms for client consultations.
• Two larger meeting rooms.
• A dedicated customer lounge and a versatile main lounge.
• Plans to replicate this model in other key Malaysian locations.

HSBC Holdings plc (HSBC) - Canvas Business Model: Customer Segments

You're looking at the core client groups HSBC Holdings plc targets under its refreshed structure, effective January 1, 2025. Honestly, the bank has clearly doubled down on its core strengths in Asia and the UK, which shapes who they serve.

HSBC Holdings plc serves around 41 million customers across 57 to 58 markets globally, as of 2024 data informing the 2025 strategy. The customer base is segmented across four primary businesses: Hong Kong, UK, Corporate and Institutional Banking (CIB), and International Wealth and Premier Banking (IWPB).

International Wealth and Premier Banking (IWPB) clients (HNW/affluent)

This segment is a major growth engine, especially with the 'pivot to Asia' strategy. The International Wealth and Premier Banking division reported a pre-tax profit of $1.188 billion in the first three months of 2026 (based on Q1 2025 reporting structure context), with fee and other income rising 24% year-on-year to $1.819 billion in that quarter. Wealth income specifically within this was $1.659 billion in Q1 2025.

High-net-worth individuals with assets exceeding $5 million (Private Bank)

The Private Bank, which is integral to the IWPB division, focuses on individuals holding assets over $5 million. Globally, the Global Private Banking (GPB) unit held $395 billion in invested assets in 2024. Asia drove significant growth, with the region accounting for $199 billion of GPB's invested assets in 2024, an increase of $33 billion year-over-year. The Swiss private bank entity, acting as an international hub, managed $85 billion in client assets as of March 2025. In 2024, HSBC Private Bank saw operating revenues increase by 15.4%.

Here's a quick look at the scale of the wealth focus:

• Wealth management added $102 billion of invested assets in 2024, reaching nearly $1.3 trillion.
• Net New Invested Assets (NNIA) captured in Asia for the wealth unit was $16 billion in Q1 2025.
• The bank expects double-digit percentage average annual growth in fee and other income in Wealth over the medium term.

Large multinational corporations and financial institutions (CIB)

The Corporate and Institutional Banking (CIB) segment targets large corporates and financial institutions. This business showed strong momentum, with fee and other income growing 18% on a constant currency basis in the first half of 2025. Performance was supported by volatility in Foreign Exchange and growth in Debt and Equity Markets. Wholesale transaction banking, which includes Global Foreign Exchange, GPS, GTS, and Securities Services, is a key part of this segment.

Retail and Commercial Banking customers in Hong Kong and the UK

These two geographies remain the core retail and commercial focus areas for HSBC Holdings plc. The customer numbers reflect this concentration:

Geography	Retail/Wealth Customers	Business/Corporate Clients
UK	14.5 million	600,000
Hong Kong	6 million+	300k+

The UK business includes UK Personal Banking (like first direct and M&S Bank) and UK Commercial Banking. Hong Kong operations, which include Retail Banking and Wealth, and Commercial Banking via HSBC Hong Kong and Hang Seng Bank, saw profit before tax of $11.69 billion in 2024. In 2024 alone, the bank attracted about 800,000 new retail customers in Hong Kong.

HSBC Holdings plc (HSBC) - Canvas Business Model: Cost Structure

The Cost Structure for HSBC Holdings plc is heavily influenced by its global scale, regulatory obligations, and ongoing transformation efforts.

Key components of the cost base include significant fixed expenditures related to maintaining a global footprint, technology infrastructure, and meeting stringent regulatory requirements across jurisdictions.

The bank has quantified specific financial impacts related to its simplification and risk provisioning for the 2025 fiscal year and beyond.

You can see the key financial expectations for 2025 in the table below:

Cost Component	Financial Metric/Range	Period/Context
Target Basis Operating Expenses Growth	Approximately 3% growth	2025 compared with 2024
Restructuring and Simplification Costs	$1.8 billion total expected cost	Over 2025 and 2026
Expected Credit Loss (ECL) Charges	30bps to 40bps of average gross loans	Forecast for 2025
Technology Investment Impact (H1 2025)	Operating expenses increased by £440m	H1 2025, driven by investments to simplify technology infrastructure

The focus on simplification is designed to offset rising costs elsewhere, though initial outlays are substantial.

• Restructuring and simplification costs are planned to total $1.8bn across the 2025 and 2026 fiscal years.
• The organizational simplification program aims for an annualized cost reduction of $1.5 billion in the cost base by the end of 2026.
• Simplification-related cost reductions are targeted to generate approximately $0.3 billion in savings within 2025.
• HSBC Holdings plc expects target basis operating expenses to grow by approximately 3% in 2025 compared with 2024.
• Expected Credit Loss (ECL) charges for 2025 are forecasted to be in the range of 30bps to 40bps of average gross loans. In one update, the expectation was revised to 40bps for 2025.
• Technology infrastructure simplification, including across wealth, platforms, and cloud, was a driver for operating expense increases in H1 2025.
• In 2024, total operating costs increased 3% to $33bn, reflecting inflation and technology investment.
• Regulatory compliance costs manifest as fines; for example, HSBC Hong Kong faced a $4.2M fine in 2025 for disclosure failures.

The bank is actively managing these costs while investing in areas like technology, which is a defintely high fixed cost area.

HSBC Holdings plc (HSBC) - Canvas Business Model: Revenue Streams

You're looking at the core ways HSBC Holdings plc brings in money as of late 2025. It's all about the spread between what they pay for deposits and what they earn on loans, plus fees from their massive global client base. It's a complex machine, but the revenue streams are fairly clear.

The bank's primary engine remains its lending book. HSBC Holdings plc continues to expect banking Net Interest Income (NII) to be around $42bn for the full year 2025, based on their latest modelling. Some analysts, reflecting increased confidence in policy rates, project this figure to be $43 billion or better. Still, you know that NII is under pressure as interest rates ease from their peaks.

Fee and other income from the Wealth segment is the key growth area. HSBC Holdings plc is targeting double-digit percentage average annual growth in fee and other income from Wealth over the medium term. To be fair, the momentum is there; fees and other income at Wealth reportedly leapt 39% in the last quarter of 2025. This focus is defintely a strategic pivot away from pure interest rate reliance.

Trading and brokerage income provides a vital boost, especially when markets are volatile. The Global Banking and Markets segment drives this. Strong performances in Foreign Exchange and Debt and Equity Markets have previously boosted revenue, capitalizing on market volatility. This segment offers financing, advisory, and transaction services, including credit, rates, foreign exchange, equities, money markets, and securities services to government, corporate, and institutional clients.

Lending income from mortgages and commercial loans in home markets remains significant, though growth can be uneven. For example, in the UK home market during the first half of 2025, HSBC UK delivered mortgage growth of £2.6bn (or $3.5bn). Overall customer lending across HSBC UK grew by £5.9bn (or $8bn) in that same six-month period. However, the bank noted margin compression on mortgages and expected global lending to remain subdued in 2025.

Here's a quick look at some of the key expected and recent figures for these revenue drivers:

Revenue Stream Component	Metric/Target	Value/Rate	Period/Context
Banking Net Interest Income (NII)	Full Year 2025 Expectation	$42bn	2025 Full Year Projection
Wealth Fee & Other Income	Target Growth Rate	Double-digit percentage	Medium Term
Wealth Fee & Other Income	Recent Quarterly Growth	39%	Last Quarter of 2025
Global Banking & Markets	Key Activities	Foreign Exchange, Debt, Equities, Rates	Ongoing
Mortgage Lending Growth (HSBC UK)	H1 2025 Growth	£2.6bn (approx. $3.5bn)	First Half of 2025
Total Customer Lending Growth (HSBC UK)	H1 2025 Growth	£5.9bn (approx. $8bn)	First Half of 2025

You can see the reliance on interest income versus fee income clearly:

• Banking NII target is around $42bn for 2025.
• Wealth fee income targets double-digit annual growth.
• Trading revenue is supported by volatile market conditions.
• Mortgage and commercial loan growth is present but facing margin pressure.

The bank is actively balancing the interest rate-sensitive NII against the fee-driven Wealth franchise.