HSBC Investor Day Presentation Deck

For us, a customer-centric culture: ◆ Brings the voice of the customer into all aspects of the business ◆ Places the customer at the heart of decision- making ◆ Demands that all colleagues understand customers' expectations ◆ Creates a mutually beneficial value exchange with its customers A truly customer-centric culture is vital to delivering against our growth priorities ◆ Delights customers, builds loyalty, and drives advocacy Intro Has a clear purpose and is given a licence to operate by its customers CMB WPB Drives advocacy COO A virtuous cycle for customers and colleagues Inspires loyalty Builds affinity Risk Customer relationships + colleague pride Adds customers Finance Delights customers 13

View entire presentation