HSBC Holdings PLC (HSBC): Canvas du modèle d'entreprise [Jan-2025 Mis à jour]

Dans le monde complexe de la banque mondiale, HSBC Holdings Plc est une puissance financière, naviguant stratégiquement dans le paysage complexe de la finance internationale grâce à sa toile innovante du modèle commercial. Des centres métropolitains animés aux marchés émergents, HSBC a méticuleusement conçu une approche complète qui mélange les prouesses bancaires traditionnelles à la transformation numérique de pointe, offrant un plan remarquable de la façon dont une institution financière multinationale peut créer de la valeur, engager divers segments de clients et maintenir une concurrence Edge dans l'écosystème des services financiers en évolution rapide.

HSBC Holdings PLC (HSBC) - Modèle commercial: partenariats clés

Alliances stratégiques avec les entreprises mondiales de technologie financière

HSBC a établi des partenariats technologiques clés avec les entreprises suivantes:

Partenaire	Focus de partenariat	Année établie
Google Cloud	Transformation du cloud et infrastructure bancaire numérique	2021
Microsoft	Solutions d'IA et de cybersécurité	2022
Salesforce	Gestion de la relation client	2020

Partenariats avec les banques locales sur les marchés émergents

Les partenariats stratégiques du marché local de HSBC comprennent:

• Banque industrielle et commerciale de Chine (ICBC) - coentreprise avec 19,9%
• Bank of Communications - 20% de participation
• Banque britannique saoudienne - 49,9%
• Hang Seng Bank à Hong Kong - 62,1% de propriété

Collaboration avec les startups fintech pour les solutions bancaires numériques

HSBC a investi dans plusieurs partenariats fintech:

Startup fintech	Montant d'investissement	Focus technologique
Saillie	10,5 millions de dollars	Plateforme de financement de la chaîne d'approvisionnement
Contour	5,3 millions de dollars	Blockchain Trade Finance Network
Axoni	3,8 millions de dollars	Technologie du grand livre distribué

Coentreprises dans le financement commercial et les réseaux bancaires internationaux

Les partenariats de financement international du commerce et du réseau bancaire de HSBC:

• Réseau de financement du commerce mondial et des créances couvrant 53 pays
• Organisation mondiale du commerce (OMC) partenaire bancaire préféré
• Collaboration stratégique de la Chambre de commerce internationale (ICC)
• Swift International Pays Network Membre

HSBC Holdings PLC (HSBC) - Modèle d'entreprise: Activités clés

Services de vente au détail et commerciaux

HSBC opère dans 64 pays et territoires, avec environ 38 millions de clients bancaires au détail et de gestion de la patrimoine. Le segment des banques de détail de la banque a généré 33,7 milliards de dollars de revenus en 2023.

Catégorie de service	Segment de clientèle	Volume de transaction annuel
Banque personnelle	Clients individuels	1,2 milliard de transactions
Banque commerciale	Petites et moyennes entreprises	620 millions de transactions

Advisory de gestion de la patrimoine et d'investissement

HSBC gère 1,4 billion de dollars d'actifs sous gestion à partir de 2023, desservant des particuliers et des clients institutionnels.

• Revenus de gestion de la patrimoine: 8,2 milliards de dollars
• Clients consultatifs en investissement: 350 000
• Présence mondiale de gestion de la patrimoine: 24 pays

Banque mondiale des transactions et financement commercial

HSBC a traité 9,1 billions de dollars de transactions commerciales mondiales en 2023, maintenant sa position de fournisseur de financement commercial de premier plan.

Métrique du financement commercial	Valeur 2023
Volume total de financement commercial	9,1 billions de dollars
Transactions de paiement international	2,5 milliards

Développement de la plate-forme bancaire numérique

HSBC a investi 4,3 milliards de dollars dans l'infrastructure numérique de transformation et de technologie en 2023.

• Utilisateurs de la banque numérique: 28,5 millions
• Transactions bancaires mobiles: 3,7 milliards par an
• Plateaux numériques Pays: 36

Gestion des risques et surveillance de la conformité

HSBC a alloué 2,8 milliards de dollars aux activités de conformité et de gestion des risques en 2023.

Zone de conformité	Investissement annuel
Anti-blanchiment	1,2 milliard de dollars
Cybersécurité	890 millions de dollars
Conformité réglementaire	708 millions de dollars

HSBC Holdings PLC (HSBC) - Modèle d'entreprise: Ressources clés

Réseau de succursales mondiales

HSBC opère dans 64 pays et territoires sur plusieurs continents. En 2023, la banque maintient:

Région	Nombre de branches
Europe	2 153 succursales
Asie-Pacifique	3 987 succursales
Moyen-Orient et Afrique du Nord	612 branches
Amérique du Nord	524 succursales
l'Amérique latine	326 branches

Infrastructure bancaire numérique

La plate-forme bancaire numérique de HSBC comprend:

• Utilisateurs de la banque mobile: 41,4 millions
• Utilisateurs bancaires en ligne: 57,2 millions
• Volume de transaction numérique: 4,6 milliards de transactions en 2022

Capital humain

HSBC emploie une main-d'œuvre diversifiée de 238 624 professionnels à travers les opérations mondiales en 2023, avec la composition suivante:

Catégorie des employés	Nombre
Senior	12,456
Gestion intermédiaire	67,890
Personnel professionnel	158,278

Plates-formes technologiques

Les ressources technologiques de HSBC comprennent:

• Infrastructure de cloud computing
• Systèmes de cybersécurité avancés
• IA et technologies d'apprentissage automatique
• Plates-formes d'intégration de blockchain

Capital financier

Ressources financières en décembre 2023:

Métrique financière	Montant
Actif total	3,1 billions de dollars
Capitaux propres des actionnaires	194,8 milliards de dollars
Ratio de capital de niveau 1	15.8%
Total des réserves de capital	237,5 milliards de dollars

HSBC Holdings PLC (HSBC) - Modèle d'entreprise: propositions de valeur

Services bancaires internationaux complets

HSBC opère dans 64 pays et territoires en 2023, offrant des services bancaires mondiaux avec 2,98 billions de dollars d'actifs totaux. La banque dessert environ 39 millions de clients dans le monde.

Catégorie de service	Couverture mondiale	Segments de clientèle
Banque de détail	64 pays	Personnel & Clients individuels
Banque commerciale	53 marchés	Petit & Entreprises moyennes
Banque commerciale	40 marchés majeurs	Grandes entreprises

Solutions financières personnalisées pour divers segments de clients

HSBC fournit des produits financiers ciblés avec 1,06 billion de dollars de dépôts clients et 473 milliards de dollars de prêts clients en 2023.

• Services de gestion de patrimoine: 499 milliards de dollars d'actifs sous gestion
• Produits bancaires personnels: 16 types de compte différents
• Solutions d'investissement: 27 portefeuilles d'investissement différents

Expérience bancaire numérique avancée

Statistiques de la plate-forme bancaire numérique pour 2023:

Canal numérique	Base d'utilisateurs	Volume de transaction
Application bancaire mobile	22,4 millions d'utilisateurs actifs	3,2 milliards de transactions annuelles
Plateforme bancaire en ligne	35,6 millions d'utilisateurs enregistrés	4,7 milliards de transactions annuelles

Support financier transfrontalier pour les entreprises et les particuliers

HSBC a traité 5,2 billions de dollars de transactions commerciales internationales en 2023, soutenant le commerce mondial dans plusieurs secteurs.

• Volume de financement commercial: 1,3 billion de dollars
• Transactions de paiement transfrontalières: 3,9 billions de dollars
• Clients bancaires internationaux: 1,7 million

Marque financière mondiale de confiance

Évaluation de la marque et métriques de réputation pour 2023:

Métrique de la marque	Évaluation	Classement mondial
Valeur de marque	18,2 milliards de dollars	Top 50 des marques mondiales
Indice de confiance des clients	84.6%	Chef du secteur bancaire

HSBC Holdings PLC (HSBC) - Modèle d'entreprise: Relations clients

Gestion des relations personnalisées

HSBC dessert 39 millions de clients de banque de détail et de gestion de la patrimoine dans le monde en 2023. La banque maintient plus de 4 000 succursales dans 62 pays et territoires.

Segment de clientèle	Stratégie de personnalisation	Investissement annuel
Banque de détail	Solutions financières sur mesure	487 millions de dollars
Banque commerciale	Affectation de gestionnaire de relations	312 millions de dollars
Gestion de la richesse	Conseils d'investissement personnalisés	276 millions de dollars

Plates-formes de libre-service numériques

Les plates-formes bancaires numériques de HSBC ont traité 2,3 milliards de transactions numériques en 2023, ce qui représente 78% des interactions totales du client.

• Application bancaire mobile: 32,5 millions d'utilisateurs actifs
• Plateforme bancaire en ligne: 45,6 millions d'utilisateurs enregistrés
• Volume de transaction numérique: 1,4 billion de dollars par an

Canaux de support client 24/7

HSBC exploite des centres de support client qui gèrent 16,7 millions d'interactions client tous les mois sur plusieurs canaux de communication.

Canal de support	Interactions mensuelles	Temps de réponse moyen
Support téléphonique	7,2 millions	3,5 minutes
Chat en direct	4,5 millions	45 secondes
Assistance par e-mail	5 millions	6 heures

Gestionnaires de relations dédiées aux entreprises clientes

HSBC dessert 1,5 million de clients bancaires d'entreprise et commerciaux avec des équipes de gestion des relations spécialisées.

• Portefeuille client moyen: 250 comptes d'entreprise par gestionnaire de relations
• Revenus annuels de la banque des entreprises: 18,3 milliards de dollars
• Gestionnaires des relations dédiées: 6 000 professionnels

Programmes de fidélité et conseils financiers sur mesure

Le programme de fidélité de HSBC comprend 22 millions de participants actifs avec des recommandations financières personnalisées.

Tier du programme de fidélité	Membres	Avantages annuels
Niveau de premier plan	3,5 millions	750 $ par membre
Niveau avancé	8,6 millions	350 $ par membre
Niveau standard	10,1 millions	150 $ par membre

HSBC Holdings PLC (HSBC) - Modèle d'entreprise: canaux

Plateformes bancaires en ligne

La plate-forme bancaire en ligne de HSBC a servi 56 millions de clients numériques dans le monde en 2023. La plate-forme numérique a traité 2,8 milliards de transactions numériques au cours de l'année, ce qui représente une augmentation de 15,3% par rapport à 2022.

Métriques bancaires numériques	2023 données
Clients numériques totaux	56 millions
Transactions numériques	2,8 milliards
Croissance des transactions numériques en glissement annuel	15.3%

Applications bancaires mobiles

L'application bancaire mobile de HSBC comptait 41,2 millions d'utilisateurs actifs en 2023, avec plus de 75% des interactions client sur les plates-formes mobiles.

• Téléchargements d'applications mobiles: 12,6 millions en 2023
• Pénétration des utilisateurs des banques mobiles: 68% de la base de clients totale
• Transactions mobiles mensuelles moyennes: 423 millions

Succursales bancaires physiques

HSBC a maintenu 9 243 branches physiques dans 64 pays en 2023, avec une réduction stratégique de 12% par rapport à 2022.

Statistiques du réseau de succursales	2023 données
Branches physiques totales	9,243
Pays ayant une présence de succursale	64
Taux de réduction des succursales	12%

Réseaux ATM

HSBC a exploité 22 674 distributeurs automatiques de billets dans le monde en 2023, traitant 1,6 milliard de transactions de retrait en espèces et de dépôt.

• Total des distributeurs automatiques de billets dans le monde: 22 674
• Transactions ATM annuelles: 1,6 milliard
• Transactions ATM quotidiennes moyennes: 4,38 millions

Centres d'appel et service client numérique

Les canaux de service à la clientèle de HSBC ont géré 87,3 millions d'interactions clients en 2023, avec 62% gérés via des plateformes numériques.

Métriques du service client	2023 données
Interactions totales du client	87,3 millions
Pourcentage d'interaction numérique	62%
Temps de réponse moyen	3,2 minutes

HSBC Holdings PLC (HSBC) - Modèle d'entreprise: segments de clientèle

Clients bancaires au détail

En 2024, HSBC dessert environ 39 millions de clients bancaires de détail dans le monde. La clientèle est répartie:

Région	Nombre de clients de vente au détail
Europe	8,5 millions
Asie-Pacifique	22,3 millions
Amérique du Nord	4,2 millions
Moyen-Orient et Afrique	4 millions

Petites et moyennes entreprises

HSBC prend en charge environ 1,8 million de petites et moyennes entreprises (PME) dans le monde, avec des concentrations clés en:

• Royaume-Uni: 650 000 clients PME
• Hong Kong: 320 000 clients PME
• Chine: 280 000 clients PME
• États-Unis: 220 000 clients PME

GRANDES clients d'entreprise

HSBC dessert 3 500 grands clients d'entreprise dans le monde, avec un chiffre d'affaires total de la banque d'entreprise de 14,6 milliards de dollars en 2023.

Segment de l'industrie	Nombre de clients d'entreprise
Services financiers	850 clients
Fabrication	620 clients
Technologie et télécommunications	480 clients
Énergie et ressources naturelles	350 clients

Individus à haute nette

HSBC gère la richesse pour 620 000 personnes à haute teneur en naissance, avec un actif total sous gestion de 520 milliards de dollars.

Support de richesse	Nombre de clients
Valeur nette ultra élevée (> 30 millions de dollars)	12 500 clients
Valeur nette élevée (1 à 30 millions de dollars)	285 000 clients
Aisé (250 000 à 1 million de dollars)	322 500 clients

Entreprises et commerçants internationaux

HSBC soutient 85 000 clients commerciaux internationaux et transfrontaliers, avec un volume mondial de financement commercial de 607 milliards de dollars en 2023.

• Transactions de financement commercial: 1,2 million par an
• Valeur de transaction moyenne: 506 000 $
• Couverture dans 57 pays

HSBC Holdings PLC (HSBC) - Modèle d'entreprise: Structure des coûts

Investissements technologiques et infrastructures numériques

En 2023, HSBC a investi 4,3 milliards de dollars dans la technologie et les infrastructures numériques. Répartition spécifique des coûts de la technologie:

Catégorie de technologie	Montant d'investissement
Cloud computing	1,2 milliard de dollars
Cybersécurité	680 millions de dollars
Plateformes bancaires numériques	1,1 milliard de dollars
IA et apprentissage automatique	450 millions de dollars

Salaires et formation des employés

Total des dépenses liées aux employés pour 2023:

• Compensation totale des employés: 17,6 milliards de dollars
• Formation et développement: 342 millions de dollars
• Salaire moyen des employés: 98 700 $

Frais de conformité réglementaire

Répartition des coûts de conformité pour 2023:

Zone de conformité	Dépense
Anti-blanchiment	765 millions de dollars
Gestion des risques	512 millions de dollars
Représentation réglementaire	298 millions de dollars

Maintenance du réseau de succursales

Coûts opérationnels du réseau de succursales pour 2023:

• Total des succursales dans le monde: 10 172
• Coût total de maintenance des succursales: 2,3 milliards de dollars
• Coût moyen par succursale: 226 300 $

Coûts de marketing et d'acquisition des clients

Répartition des dépenses de marketing pour 2023:

Canal de marketing	Dépenses
Marketing numérique	412 millions de dollars
Médias traditionnels	276 millions de dollars
Acquisition de clients	587 millions de dollars

HSBC Holdings PLC (HSBC) - Modèle d'entreprise: Strots de revenus

Revenu des intérêts des prêts et hypothèques

En 2022, le revenu net des intérêts net de HSBC était de 36,3 milliards de dollars. Les revenus d'intérêts bruts des prêts et avances aux clients ont atteint 54,3 milliards de dollars. Les revenus d'intérêts liés aux hypothèques représentaient environ 12,8 milliards de dollars de revenus totaux d'intérêts.

Catégorie de revenus	Montant (milliards USD)	Pourcentage du total
Prêts bancaires au détail	24.6	45%
Prêts bancaires d'entreprise	18.7	34%
Prêts hypothécaires	12.8	21%

Frais de transaction

HSBC a généré 8,2 milliards de dollars de revenus de frais en 2022, les frais de transaction comprenant une partie importante.

• Frais de transaction bancaire au détail: 3,4 milliards de dollars
• Frais de transaction bancaire commerciale: 2,7 milliards de dollars
• Frais de transaction bancaire mondiale: 2,1 milliards de dollars

Frais de service de gestion de patrimoine

Les frais de service de gestion de patrimoine ont totalisé 5,6 milliards de dollars en 2022.

Service de gestion de patrimoine	Revenus (milliards USD)
Avis d'investissement	2.3
Gestion du portefeuille	1.9
Planification financière	1.4

Trading de change

Les revenus de négociation des changes étaient de 4,9 milliards de dollars en 2022.

• Spot Transactions de change: 2,1 milliards de dollars
• Dérivés et contrats à terme: 1,8 milliard de dollars
• Services de négociation de devises: 1,0 milliard de dollars

Banques d'investissement et services de conseil

Les services de banque d'investissement et de conseil ont généré 6,5 milliards de dollars de revenus en 2022.

Type de service	Revenus (milliards USD)
Avis de fusion et d'acquisition	2.7
Services de souscription	2.2
Services de restructuration	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.