HSBC Holdings plc (HSBC): Canvas del Modelo de Negocio [Actualizado en Ene-2025]

En el complejo mundo de la banca global, HSBC Holdings PLC es una potencia financiera, navegando estratégicamente el intrincado panorama de las finanzas internacionales a través de su innovador lienzo de modelo de negocio. Desde bulliciosos centros metropolitanos hasta mercados emergentes, HSBC ha creado meticulosamente un enfoque integral que combina la destreza bancaria tradicional con la transformación digital de vanguardia, ofreciendo un plan notable de cómo una institución financiera multinacional puede crear valor, involucrar a diversos segmentos de clientes y mantener una competitiva competitiva. Edge en el ecosistema de servicios financieros en rápida evolución.

HSBC Holdings Plc (HSBC) - Modelo de negocio: asociaciones clave

Alianzas estratégicas con empresas de tecnología financiera global

HSBC ha establecido asociaciones de tecnología clave con las siguientes empresas:

Pareja	Enfoque de asociación	Año establecido
Google Cloud	Transformación en la nube e infraestructura bancaria digital	2021
Microsoft	AI y soluciones de ciberseguridad	2022
Salesforce	Gestión de la relación con el cliente	2020

Asociaciones con bancos locales en los mercados emergentes

Las asociaciones estratégicas del mercado local de HSBC incluyen:

• Banco Industrial y Comercial de China (ICBC) - empresa conjunta con 19.9% ​​de propiedad
• Banco de Comunicaciones - 20% de participación de capital
• Saudi British Bank - 49.9% de propiedad
• Hang Seng Bank en Hong Kong - 62.1% de propiedad

Colaboración con Startups de FinTech para soluciones de banca digital

HSBC ha invertido en múltiples asociaciones FinTech:

Inicio de fintech	Monto de la inversión	Enfoque tecnológico
Mordaz	$ 10.5 millones	Plataforma de financiación de la cadena de suministro
Contorno	$ 5.3 millones	Red de finanzas comerciales blockchain
Axoni	$ 3.8 millones	Tecnología del libro mayor distribuido

Empresas conjuntas en financiamiento comercial y redes bancarias internacionales

Asociaciones de redes bancarias y financiamiento bancario de HSBC:

• Red de financiación comercial y de cuenta por cobrar que cubre 53 países
• Organización Mundial del Comercio (OMC) Socio bancario preferido
• Colaboración estratégica de la Cámara de Comercio Internacional (ICC)
• Swift International Payment Network Full Miembro

HSBC Holdings Plc (HSBC) - Modelo de negocio: actividades clave

Servicios de banca minorista y comercial

HSBC opera en 64 países y territorios, con aproximadamente 38 millones de clientes de banca minorista y gestión de patrimonio. El segmento de banca minorista del banco generó $ 33.7 mil millones en ingresos en 2023.

Categoría de servicio	Segmento de clientes	Volumen de transacción anual
Banca personal	Clientes individuales	1.200 millones de transacciones
Banca comercial	Empresas pequeñas y medianas	620 millones de transacciones

Aviso de gestión de patrimonio e inversiones

HSBC administra $ 1.4 billones en activos bajo administración a partir de 2023, sirviendo a personas de alto nivel de red y clientes institucionales.

• Ingresos de gestión de patrimonio: $ 8.2 mil millones
• Clientes de asesoramiento de inversiones: 350,000
• Presencia global de gestión de patrimonio: 24 países

Financiamiento de banca y comercio de transacciones globales

HSBC procesó $ 9.1 billones en transacciones comerciales globales en 2023, manteniendo su posición como proveedor líder de finanzas comerciales.

Métrica de financiamiento comercial	Valor 2023
Volumen de finanzas comerciales totales	$ 9.1 billones
Transacciones de pago internacionales	2.500 millones

Desarrollo de la plataforma de banca digital

HSBC invirtió $ 4.3 mil millones en infraestructura de transformación digital y tecnología en 2023.

• Usuarios de banca digital: 28.5 millones
• Transacciones bancarias móviles: 3.7 mil millones anuales
• Países de la plataforma digital: 36

Gestión de riesgos y monitoreo de cumplimiento

HSBC asignó $ 2.8 mil millones a actividades de cumplimiento y gestión de riesgos en 2023.

Área de cumplimiento	Inversión anual
Anti-lavado de dinero	$ 1.2 mil millones
Ciberseguridad	$ 890 millones
Cumplimiento regulatorio	$ 708 millones

HSBC Holdings Plc (HSBC) - Modelo de negocio: recursos clave

Red de sucursales globales

HSBC opera en 64 países y territorios en múltiples continentes. A partir de 2023, el banco mantiene:

Región	Número de ramas
Europa	2,153 ramas
Asia Pacífico	3.987 ramas
Medio Oriente y África del Norte	612 ramas
América del norte	524 ramas
América Latina	326 ramas

Infraestructura bancaria digital

La plataforma de banca digital de HSBC incluye:

• Usuarios de banca móvil: 41.4 millones
• Usuarios bancarios en línea: 57.2 millones
• Volumen de transacciones digitales: 4.600 millones de transacciones en 2022

Capital humano

HSBC emplea una fuerza laboral diversa de 238,624 profesionales en las operaciones globales a partir de 2023, con la siguiente composición:

Categoría de empleado	Número
Alta gerencia	12,456
Gerencia media	67,890
Personal profesional	158,278

Plataformas tecnológicas

Los recursos tecnológicos de HSBC incluyen:

• Infraestructura de computación en la nube
• Sistemas avanzados de ciberseguridad
• AI y tecnologías de aprendizaje automático
• Plataformas de integración de blockchain

Capital financiero

Recursos financieros a diciembre de 2023:

Métrica financiera	Cantidad
Activos totales	$ 3.1 billones
Patrimonio de los accionistas	$ 194.8 mil millones
Relación de capital de nivel 1	15.8%
Reservas de capital total	$ 237.5 mil millones

HSBC Holdings Plc (HSBC) - Modelo de negocio: propuestas de valor

Servicios bancarios internacionales integrales

HSBC opera en 64 países y territorios a partir de 2023, ofreciendo servicios bancarios globales con $ 2.98 billones en activos totales. El banco atiende a aproximadamente 39 millones de clientes en todo el mundo.

Categoría de servicio	Cobertura global	Segmentos de clientes
Banca minorista	64 países	Personal & Clientes individuales
Banca comercial	53 mercados	Pequeño & Empresas medianas
Banca corporativa	40 mercados principales	Grandes corporaciones

Soluciones financieras personalizadas para diversos segmentos de clientes

HSBC proporciona productos financieros específicos con $ 1.06 billones en depósitos de clientes y $ 473 mil millones en préstamos de clientes a partir de 2023.

• Servicios de gestión de patrimonio: $ 499 mil millones en activos bajo administración
• Productos bancarios personales: 16 tipos de cuenta diferentes
• Soluciones de inversión: 27 carteras de inversión diferentes

Experiencia bancaria digital avanzada

Estadísticas de la plataforma de banca digital para 2023:

Canal digital	Base de usuarios	Volumen de transacción
Aplicación de banca móvil	22.4 millones de usuarios activos	3.200 millones de transacciones anuales
Plataforma bancaria en línea	35,6 millones de usuarios registrados	4.700 millones de transacciones anuales

Apoyo financiero transfronterizo para empresas e individuos

HSBC procesó $ 5.2 billones en transacciones de comercio internacional durante 2023, apoyando el comercio global en múltiples sectores.

• Volumen de finanzas comerciales: $ 1.3 billones
• Transacciones de pago transfronterizas: $ 3.9 billones
• Clientes internacionales de banca comercial: 1.7 millones

Marca financiera global de confianza

Valoración de la marca y métricas de reputación para 2023:

Métrico de marca	Valuación	Clasificación global
Valor de marca	$ 18.2 mil millones	Las 50 mejores marcas globales
Índice de confianza del cliente	84.6%	Líder del sector bancario

HSBC Holdings Plc (HSBC) - Modelo de negocios: relaciones con los clientes

Gestión de relaciones personalizadas

HSBC atiende a 39 millones de clientes de banca minorista y gestión de patrimonio a nivel mundial a partir de 2023. El banco mantiene más de 4,000 sucursales en 62 países y territorios.

Segmento de clientes	Estrategia de personalización	Inversión anual
Banca minorista	Soluciones financieras a medida	$ 487 millones
Banca corporativa	Asignación del gerente de relaciones	$ 312 millones
Gestión de patrimonio	Consejos de inversión personalizados	$ 276 millones

Plataformas de autoservicio digital

Las plataformas de banca digital de HSBC procesaron 2.300 millones de transacciones digitales en 2023, lo que representa el 78% de las interacciones totales del cliente.

• Aplicación de banca móvil: 32.5 millones de usuarios activos
• Plataforma de banca en línea: 45.6 millones de usuarios registrados
• Volumen de transacción digital: $ 1.4 billones anuales

Canales de atención al cliente 24/7

HSBC opera centros de atención al cliente que manejan 16.7 millones de interacciones de clientes mensualmente en múltiples canales de comunicación.

Canal de soporte	Interacciones mensuales	Tiempo de respuesta promedio
Soporte telefónico	7.2 millones	3.5 minutos
Chat en vivo	4.5 millones	45 segundos
Soporte por correo electrónico	5 millones	6 horas

Gerentes de relaciones dedicadas para clientes corporativos

HSBC atiende a 1,5 millones de clientes de banca corporativa y comercial con equipos especializados de gestión de relaciones.

• Portafolio de cliente promedio: 250 cuentas corporativas por gerente de relaciones
• Ingresos bancarios corporativos anuales: $ 18.3 mil millones
• Gerentes de relaciones dedicadas: 6,000 profesionales

Programas de fidelización y asesoramiento financiero personalizado

El programa de fidelización de HSBC abarca 22 millones de participantes activos con recomendaciones financieras personalizadas.

Nivel de programa de fidelización	Miembros	Beneficios anuales
Nivel principal	3.5 millones	$ 750 por miembro
Nivel avanzado	8.6 millones	$ 350 por miembro
Nivel estándar	10.1 millones	$ 150 por miembro

HSBC Holdings Plc (HSBC) - Modelo de negocio: canales

Plataformas de banca en línea

La plataforma de banca en línea de HSBC sirvió a 56 millones de clientes digitales a nivel mundial en 2023. La plataforma digital procesó 2.8 mil millones de transacciones digitales durante el año, lo que representa un aumento del 15.3% de 2022.

Métricas bancarias digitales	2023 datos
Total de clientes digitales	56 millones
Transacciones digitales	2.800 millones
Crecimiento de la transacción digital interanual	15.3%

Aplicaciones de banca móvil

La aplicación de banca móvil de HSBC tenía 41.2 millones de usuarios activos en 2023, con más del 75% de las interacciones de los clientes a través de plataformas móviles.

• Descargas de aplicaciones móviles: 12.6 millones en 2023
• Penetración del usuario de la banca móvil: 68% de la base total de clientes
• Transacciones móviles mensuales promedio: 423 millones

Sucursales bancarias físicas

HSBC mantuvo 9.243 ramas físicas en 64 países en 2023, con una reducción estratégica del 12% en comparación con 2022.

Estadísticas de red de sucursales	2023 datos
Ramas físicas totales	9,243
Países con presencia de ramas	64
Tasa de reducción de ramas	12%

Redes de cajeros automáticos

HSBC operó 22,674 cajeros automáticos a nivel mundial en 2023, procesando 1.600 millones de transacciones de retiro de efectivo y depósitos.

• ATMS totales en todo el mundo: 22,674
• Transacciones anuales de cajeros automáticos: 1.600 millones
• Transacciones diarias promedio de cajeros automáticos: 4.38 millones

Centros de llamadas y servicio al cliente digital

Los canales de servicio al cliente de HSBC manejaron 87.3 millones de interacciones con los clientes en 2023, con un 62% administrado a través de plataformas digitales.

Métricas de servicio al cliente	2023 datos
Interacciones totales del cliente	87.3 millones
Porcentaje de interacción digital	62%
Tiempo de respuesta promedio	3.2 minutos

HSBC Holdings Plc (HSBC) - Modelo de negocio: segmentos de clientes

Clientes de banca minorista

A partir de 2024, HSBC atiende a aproximadamente 39 millones de clientes bancarios minoristas a nivel mundial. La base de clientes se distribuye a través de:

Región	Número de clientes minoristas
Europa	8.5 millones
Asia Pacífico	22.3 millones
América del norte	4.2 millones
Medio Oriente y África	4 millones

Empresas pequeñas y medianas

HSBC admite aproximadamente 1.8 millones de pequeñas y medianas empresas (PYME) en todo el mundo, con concentraciones clave en:

• Reino Unido: 650,000 clientes de PYME
• Hong Kong: 320,000 clientes de PYME
• China: 280,000 clientes de PYME
• Estados Unidos: 220,000 clientes de PYME

Grandes clientes corporativos

HSBC atiende a 3.500 grandes clientes corporativos a nivel mundial, con un total de ingresos bancarios corporativos de $ 14.6 mil millones en 2023.

Segmento de la industria	Número de clientes corporativos
Servicios financieros	850 clientes
Fabricación	620 clientes
Tecnología y telecomunicaciones	480 clientes
Energía y recursos naturales	350 clientes

Individuos de alto nivel de red

HSBC administra la riqueza para 620,000 individuos de alto valor neto, con activos totales bajo una administración de $ 520 mil millones.

Riqueza	Número de clientes
Ultra alto patrimonio neto (> $ 30 millones)	12,500 clientes
Alto patrimonio neto ($ 1-30 millones)	285,000 clientes
Afluente ($ 250,000-1 millones)	322,500 clientes

Empresas y comerciantes internacionales

HSBC admite 85,000 clientes comerciales internacionales y comerciales transfronterizos, con un volumen de finanzas comerciales globales de $ 607 mil millones en 2023.

• Transacciones de financiación comercial: 1.2 millones por año
• Valor de transacción promedio: $ 506,000
• Cobertura en 57 países

HSBC Holdings Plc (HSBC) - Modelo de negocio: Estructura de costos

Tecnología e inversiones en infraestructura digital

En 2023, HSBC invirtió $ 4.3 mil millones en tecnología e infraestructura digital. Desglose de costos de tecnología específica:

Categoría de tecnología	Monto de la inversión
Computación en la nube	$ 1.2 mil millones
Ciberseguridad	$ 680 millones
Plataformas de banca digital	$ 1.1 mil millones
AI y aprendizaje automático	$ 450 millones

Salarios y capacitación de los empleados

Gastos totales relacionados con los empleados para 2023:

• Compensación total de empleados: $ 17.6 mil millones
• Capacitación y desarrollo: $ 342 millones
• Salario promedio de empleados: $ 98,700

Gastos de cumplimiento regulatorio

Asignación de costos de cumplimiento para 2023:

Área de cumplimiento	Gasto
Anti-lavado de dinero	$ 765 millones
Gestión de riesgos	$ 512 millones
Informes regulatorios	$ 298 millones

Mantenimiento de la red de sucursales

Costos operativos de la red de sucursales para 2023:

• Total de ramas en todo el mundo: 10,172
• Costo total de mantenimiento de la sucursal: $ 2.3 mil millones
• Costo promedio por sucursal: $ 226,300

Costos de marketing y adquisición de clientes

Desglose de gastos de marketing para 2023:

Canal de marketing	Gasto
Marketing digital	$ 412 millones
Medios tradicionales	$ 276 millones
Adquisición de clientes	$ 587 millones

HSBC Holdings PLC (HSBC) - Modelo de negocio: flujos de ingresos

Ingresos por intereses de préstamos e hipotecas

En 2022, los ingresos por intereses netos de HSBC fueron de $ 36.3 mil millones. Los ingresos de intereses brutos de préstamos y avances a los clientes alcanzaron los $ 54.3 mil millones. Los ingresos por intereses relacionados con la hipoteca representaron aproximadamente $ 12.8 mil millones de ingresos por intereses totales.

Categoría de ingresos	Cantidad (USD miles de millones)	Porcentaje de total
Préstamos bancarios minoristas	24.6	45%
Préstamos bancarios corporativos	18.7	34%
Préstamos hipotecarios	12.8	21%

Tarifas de transacción

HSBC generó $ 8.2 mil millones en ingresos por tarifas durante 2022, con tarifas de transacción que comprenden una porción significativa.

• Tarifas de transacción bancaria minorista: $ 3.4 mil millones
• Tarifas de transacción de banca comercial: $ 2.7 mil millones
• Tarifas de transacción bancaria global: $ 2.1 mil millones

Cargos de servicio de gestión de patrimonio

Los cargos de servicio de gestión de patrimonio totalizaron $ 5.6 mil millones en 2022.

Servicio de gestión de patrimonio	Ingresos (miles de millones de USD)
Aviso de inversión	2.3
Gestión de cartera	1.9
Planificación financiera	1.4

Comercio de divisas

Los ingresos por negociación de divisas fueron de $ 4.9 mil millones en 2022.

• Transacciones de divisas spot: $ 2.1 mil millones
• Derivados y contratos a plazo: $ 1.8 mil millones
• Servicios de negociación de divisas: $ 1.0 mil millones

Servicios de banca y asesoramiento de inversión

Los servicios de banca y asesoramiento de inversión generaron $ 6.5 mil millones en ingresos durante 2022.

Tipo de servicio	Ingresos (miles de millones de USD)
Aviso de fusión y adquisición	2.7
Servicios de suscripción	2.2
Servicios de reestructuración	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.