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Episode: 76

Connecting the HSBC frontline in the days of COVID

Connecting the HSBC frontline in the days of COVID

“HSBC has a culture of caring. I’ve seen that in practice writ large in the organization that the care for customers’ wellbeing and the care for the staff’s wellbeing were really up front and centre. And I think it paid off.”

– Kate Mayfield, HSBC

While it is standard practice to have continuity plans in place, COVID-19 rendered many of those plans unworkable in the wake of the global lockdown.

Paul Miller speaks to Kate Mayfield from HSBC about how the bank was able to react to the implications of COVID on its global workforce and customer base.

From rapid decision-making and a helicopter full of PCs, to helping its teams to combat stress and minimizing the risk to its customers, Kate shares HSBC’s story and how leadership and culture helped to unite the organization.

Show notes, links and resources for this episode:

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Kate Mayfield, Head of Delivery, Digital Fraud, HSBC

Kate Mayfield works for HSBC as Head of Delivery, Digital Fraud. She joined the bank to work on staff digital solutions, building and deploying technology solutions for frontline bank staff. Recently, she completed an assignment on agile operating model design and has just joined Fraud to work on delivery of anti-fraud initiatives for digital journeys.

Before joining the bank, Kate led the private practice at IndigoBlue, a specialist consultancy in Agile and DevOps. IndigoBlue acquired Kate’s consultancy firm in 2014. In 2008, Kate founded 70 Fathoms, which provided specialist consultancy services for choosing and implementing CRM, marketing and sales automation.

Earlier in her career she worked in a variety of commercial roles for leisure and entertainment businesses, including Time Warner and Euromoney Institutional Investor.

Outside work, she likes to swim, cycle, camp and enjoys the theatre and arts.

Paul Miller, CEO and Founder, DWG

Paul Miller is CEO and Founder of the Digital Workplace Group (DWG), rated by the Financial Times in 2020 and 2021 as one of the UK’s leading management consultancies in digital transformation. He is a business and social entrepreneur. His latest book is ‘Nature of Work – The new Story of Work for a Living Age’ (co-authored with Shimrit Janes). His previous book, ‘The Digital Renaissance of Work: Delivering digital workplaces fit for the future’ (co-authored with Elizabeth Marsh), was shortlisted for the Management Book of the Year 2016 Award. Paul’s previous book, ‘The Digital Workplace: How technology is liberating work’, helped to popularize and explain the term “digital workplace”. Paul has given many inspirational talks on the digital future of work, for audiences at Microsoft, IKEA, Google, Accenture, Harvard Business Review, Cisco, European Commission, IMF, Adobe and Oxford University. He hosts the Digital Workplace Impact podcast.  

Paul hosted the pioneering internet radio show Digital Workplace Live is Executive Producer of the 24-hour global digital experience Digital Workplace 24. Prior to founding DWG, Paul was Founder and CEO of communications company The Empowerment Group; Publisher and Editor of social and digital innovation magazine “Wave”; and, in pre-internet days, co-founder of the Ideas Café salon. He lives in the Cotswolds in the UK and is a keen tennis player and long-time yoga practitioner.  

Paul on Wikipedia 

Connect with Paul on Twitter: @paulmillersays 

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