In financial services, trust is non-negotiable. It means everything. But it’s hard to earn and easy to lose. And right now, there are banks all over the world that risk losing the trust of a large percentage of the global population. According to the World Health Organization, 1 in 6 people have a disability. As your customers, their trust depends on the accessibility of your services.
With online banking now the norm, digital accessibility is essential. Organizations that prioritize accessibility create more inclusive and effective digital experiences that strengthen customer relationships and differentiate them in the marketplace. But when accessibility is overlooked, opportunities to build stronger customer relationships can be lost.
In the video above, Mali Fernando, Group Head of Digital Experience and Accessibility at HSBC, shares how they are approaching digital accessibility as a part of their broader customer experience strategy. While HSBC’s journey is unique, the themes explored will feel familiar to many accessibility leaders across financial services, particularly the focus on improving digital experiences and differentiating in a highly competitive market.
As Mali explains, there is a critical connection between accessibility and trust. When customers can complete tasks independently, access services without barriers, and interact with digital products with confidence, trust is reinforced through every interaction. If your organization focuses on customer loyalty and long-term relationships, it is essential that you embrace digital accessibility.
“We see our digital accessibility offering as a competitive advantage. It differentiates us in the marketplace.”
Mali Fernando, Group head of digital experience and accessibility at HSBC
As you watch the conversation, consider how accessibility fits into your own digital strategy. Where can it help strengthen customer trust and improve experience quality? Where might accessibility help address unmet customer needs?
HSBC’s experience demonstrates that accessibility can be more than a compliance requirement or design consideration. It can be a catalyst for stronger customer relationships, broader reach, and better digital experiences overall. When you invest in accessibility, you create opportunities to build products and services that more people choose, trust, and value.
