HSBC revamps employee experience to enhance CX 3 When HSBC needed to improve employee experiences and deliver enhanced services, they found that legacy HR processes had grown complex and fragmented across different countries. The bank’s transformation program required more agile and interoperable systems. As a result, HSBC decided to use digital HR solutions from SAP, ServiceNow and MuleSoft to achieve its objective. Legacy HR performance and compensation accessible for employees. It also empowered systems, manual processes for talent and both HR and IT to focus on services and succession management and payroll were replaced innovation rather than expensive and complex with SAP SuccessFactors, an integrated, cloud- maintenance and upgrades to existing legacy based HR software application. ServiceNow added systems. The bank was able to improve core an employee engagement layer, including a portal, services like payroll, workforce administration, knowledge management and case management. employee data management and HSBC also needed to integrate these multitude of communications. At the same time, improved global and regional applications, data and devices to access to data and insights will help leaders ensure seamless HR workflows. to leverage the bank’s talent and make better The transformation exercise helped HSBC decisions about their teams and people. streamline HR processes, making services more