Exclusive video: HSBC on importance of customer centricity

Saira Khan, Head of Innovation & Partnerships at HSBC, emphasised the need to strike a balance between technological innovation and the human touch

Held at the QEII Centre in the heart of Westminster, our annual conference, FinTech LIVE London 2023, proved to be a disruptive learning and networking experience. 

The two-day event gave leading lights from across the fintech industry an opportunity to showcase their latest strategies, projects and innovations, while attendees soaked up valuable insight and expertise.

One of the highlights on day two was the Stage 1 fireside discussion with Saira Khan, Head of Innovation & Partnerships at HSBC.

Saira Khan from HSBC speaking at FinTech LIVE London 2023

Focusing on the customer

Speaking to Scott Birch, our Stage 1 host, Khan began by reflecting on her almost-four years in her current role, which have been dominated by various major global events. 

She said: "We've pretty much had everything, haven't we? We've had climate change; we've had a war as a catalyst; we've had digital adoption; we've had the introduction of AI. But in the midst of all that, we've had to make sure our customers are being served correctly."

Khan went on to focus on the importance of striking a balance between technological innovation and the human touch for incumbents in the process of digitalising their offerings. 

“For any organisation, small or large, we’re all trying to drive customer experience to be the best,” said Khan. “I often think the importance of the customer can be overlooked when technology comes into play. 

“However, currently, incumbent banks are looking at what the customer really wants, and tailoring solutions and technology to fit the needs of customers. I think this is perhaps the most important development happening in fintech and across financial services today – a focus on the customer.”

To watch the session in full, simply follow the video link at the top of this story. 

Want to see more from FinTech LIVE London 2023? Stay tuned to our website for more content, which will be coming your way very soon. 


For more insights from FinTech Magazine, read our latest edition here or follow us on LinkedIn and Twitter.

You may also be interested in our sister site, InsurTech Digital, which you can also follow on LinkedIn and Twitter.

Please also take a look at the playlist for our latest hybrid event, FinTech LIVE London, to learn all about the latest trends in fintech. 


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