The lender’s mobile banking programme combines broader app functionality, security controls and customer support with measurable gains in regular mobile engagement
| METRICS THAT MATTER | ||
| 92.7%
Percentage of customers digitally registered in 2025 |
72.5%
Percentage of customers active on mobile within 30 days in 2025, up from 67.1% in 2024 |
5.1-5.7
Percentage-point increase in mobile-active usage across customer segments |
In retail banking, registration is only the first hurdle. The more relevant measure is whether customers use mobile as a regular service channel for payments, cards, support, investments and cross-border banking. HSBC UAE’s mobile banking programme has moved in that direction, with digital registration reaching 92.7% in 2025 and 30-day active mobile use rising to 72.5%.
The bank has strengthened its app around practical retail banking needs, introducing biometric log-ins, instant card controls and personalised financial insights, alongside multilingual and accessibility upgrades. It has also added in-app guidance, educational webinars and self-service options to help customers use new features with more confidence.
The app allows customers to manage accounts, savings, investments and credit cards in one place. It includes 24/7 mobile chat, push notifications, domestic and international payments, statements, investment access and card controls, including spending limits, PIN resets, block and unblock functions, and in-app authentication for online card payments.
| PULL QUOTE
The bank has strengthened its app around practical retail banking needs, introducing biometric log-ins, instant card controls and personalised financial insights, alongside multilingual and accessibility upgrades. |
Cross-border functions
HSBC UAE has also used its international banking capability to broaden the role of the app. Customers can send money abroad, move funds between linked HSBC global accounts and use the Global Money Account to hold and manage 21 currencies. This has given the mobile channel a role beyond routine account servicing.
Adoption has also been broad-based. Mobile-active usage rose across Premier, Advance and Personal customers between the fourth quarters of 2024 and 2025. Premier increased from 72.3% to 78%, Advance from 75.5% to 80.6% and Personal from 58.6% to 64.1%.
The stronger signal was the combination of functionality and follow-through. HSBC UAE did not rely on a single feature launch. Its mobile programme connected product upgrades with security, customer education, frontline support and feedback-led improvements. In a category where usability has to translate into repeat behaviour, the bank showed movement in both registration and active mobile engagement.
| THE JUDGES’ VIEW
The judges recognised HSBC UAE for a mobile banking programme backed by clear execution and measurable adoption. The programme stood out for combining app functionality, security controls, customer support and growth in 30-day active mobile use. |