36%
increase in known customer registrations
48%
increase in digital product sign-ups YoY
43%
increase in app MAUs in 6 months
Industry
Financial Services – Banking
Themes
Personalization
Conversion Optimization
AI-Native Customer Journeys
Channels
Architect
App Push
App Personalization
Conversational CX
WhatsApp
SMS
Predictive Audience
Web
Tools
Lead Scoring
Sirius AI
Chatbots
“Switching from our previous marketing cloud to Insider empowered HSBC to unify data and deliver AI-powered, personalized journeys across channels. Within weeks, we saw higher account openings, product adoption, and engagement, achieving ROI while ensuring top security and compliance.”
Senior Vice President, Digital Banking
Why Insider
HSBC chose Insider after their legacy marketing platform left them with siloed customer data and limited personalization capabilities. Insider’s integrated CDP, AI-led Predictive Audience, and robust journey orchestration empowered HSBC to engage high-value audiences across every digital channel. Recognized as a Leader by Gartner, Forrester, and IDC, Insider gave HSBC the confidence to modernize while ensuring strong ROI and compliance at scale.
Executive summary
HSBC partnered with Insider to turn anonymous web and app visitors into known customers and drive digital product adoption. By leveraging Predictive Audience, Architect, Sirius AI, and Conversational CX, HSBC delivered behavior-driven, personalized journeys that boosted registrations by 36%, drove a 43% increase in mobile banking app active users, and achieved a 48% YoY lift in digital product sign-ups — all within just 14 weeks.
About HSBC
HSBC is the world’s 7th-largest and Europe’s largest bank, serving over 39 million customers across retail, commercial, and global banking. Operating in 62 countries, HSBC connects individuals and businesses to opportunities worldwide, enabling economies to prosper through innovative, secure, and customer-focused financial solutions.
Turning Over 36% Anonymous Visitors into Customers in 14 Weeks
The challenge
HSBC’s digital channels attracted millions of visitors, but most remained anonymous due to siloed systems and strict compliance requirements. Data fragmentation made real-time personalization impossible, leading to untapped acquisition potential.
The solution
Using Insider’s AI-led Predictive Segments – Likelihood to Convert – HSBC identified anonymous visitors most likely to become customers and engaged them with targeted web campaigns and personalized prompts. Once HSBC captured their lead information (such as email or phone number for SMS/WhatsApp), they used Predictive Segments – Likelihood to Engage – to reach each prospect on the channel they were most likely to interact with, ensuring a seamless and highly effective conversion process.
The results
36%
increase in known customer registrations
25%
drop in anonymous user bounce rate
Driving a 48% Year-on-Year Uplift in Digital Product Sign-Ups with AI-Native Journeys
The challenge
NocNoc needed to address two key issues: a large portion of users arrived from social, paid, and organic channels but remained anonymous, making it difficult to personalize engagement and optimize their experience. At the same time, NocNoc wanted to personalize the website experience for different
user segments and optimize landing pages for higher conversion, all without requiring
extensive technical development.
The solution
Insider’s platform provided a unified solution with real-time data collection and advanced segmentation, allowing NocNoc to group users by location, interest, and behavior — even anonymous ones. With personalized messaging and targeted campaigns, they boosted retention. Using ready-made templates and experiments, they quickly personalized landing pages and showed relevant products, all with minimal development effort.
The results
48%
YoY increase in digital product sign-ups
43%
increase in app MAUs in 6 months
78%
of conversions from AI-native journeys
Summary
By switching from a legacy platform to Insider’s AI-powered, cross-channel personalization engine, HSBC transformed digital engagement, turning anonymity into loyalty and delivering measurable gains in customer acquisition, activation, and retention. The results — including a 36% registration boost, 43% increase in app users, and 48% YoY growth in product sign-ups — demonstrate the impact of next-gen marketing technology for banking.
Looking ahead
HSBC plans to expand its use of Sirius AI and Conversational CX to enhance real-time personalization, deepen chatbot engagement, and connect omnichannel banking journeys. These initiatives will help boost cross-sell and upsell performance while strengthening long-term customer loyalty.
Favorite feature
Predictive Audience
HSBC’s favourite feature is Predictive Audience because it enables precise targeting of high-value customers and anonymous visitors most likely to convert. By prioritizing these audiences with timely, relevant engagement, HSBC drives higher CR, stronger retention, and faster product adoption.
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