Case Study: HSBC achieves 80% uptake for Universal Banker role with Abracademy and Freeformers

Frontline staff embrace a digital role

The customer, HSBC, faced the challenge of preparing its over 4,000 customer-facing staff to embrace a major change: the new Universal Banker role. The bank needed its employees, including many long-standing ones, to confidently become digitally literate advocates. To support this, the vendor, Abracademy, in partnership with Freeformers, was engaged to design a program.

Abracademy delivered a one-day bespoke session, running over 40 workshops across 9 UK locations for 4,678 HSBC staff. The solution focused on cultivating a belief mindset by addressing fears and providing practical tools, which significantly increased participant positivity and alignment with their new roles. The measurable impact was substantial, with HSBC reporting an impressive 80% uptake for the Universal Banker position following the program.

HSBC

Sandy Sahota

Area Director