John Sills

…launched HSBC’s first mobile banking app with a focus on checking balances, challenging the internal view that customers would rather wait for an all-singing feature-full app. It became the most used banking app in the UK with over 6 million interactions per week. The functionality led the market, changing assumptions and practice more widely. It reduced costs of contact into the bank and digital customer satisfaction increased by 25% in three months (largely reversing the fall caused by the unpopular Secure Key).