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HSBC using wearables to service customers

HSBC and Samsung Electronics America have partnered to use wearable technology to enhance customer and employee experiences at the bank’s flagship retail branch of the future in New York. A pilot is already on where HSBC frontline staff are using customized Samsung Gear S3 smartwatches to enhance customer service by making in-branch communications more seamless and efficient between team members. The Gear S3 smartwatches create more efficient communication channels between HSBC team members by allowing them to easily engage throughout the 3 floors of its flagship branch. Rather than be tethered to fixed locations like desks and offices with traditional communication channels, employees have more freedom to communicate with each other anywhere, anytime, in order to better serve customers. The custom, cloud-based Gear S3 application includes several preset text messages that allow employees to discretely and quickly communicate about customer needs they frequently encounter. The HSBC-branded watch face features a simplified interface that allows employees to quickly send requests or notify colleagues of immediate service needs.

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