We live in a time when our creative talents are in great demand. The world is hungry for technology that enables valuable interactions and real-time feedback. At HSBC, our globally distributed User Centered Design team continues to grow and impact the way our customers bank. Increasingly, we operate in uncharted territories investing time and talent in faster growing markets in Asia and around the world.

How do we bring forth and execute breakthrough ideas, find courage to break the rules, round up creative talent, and stay on track internationally while making a local impact? Continuous recalibration is essential to remaining innovative, exceeding customer expectations, and taking the leap from customer satisfaction to customer delight. This presentation will look at the future of customer experience globalization and leadership at HSBC.