9/2/2018-6

Customer Service in Hong Kong Must Accelerate Digital Transformation Qiu Yinghua: Application of Technology behind the Mainland

With the popularization and application of technology, enterprises in Hong Kong are speeding up their digital transformation. Chiu Ying-wah, Chairman of Hong Kong Association of Customer Service Excellence, said that the theme of this year’s association is to help customer service transformation through technology and big data so as to enhance service quality and conduct business. At present, Data and technology applications have lagged behind those in the Mainland. Hong Kong businessmen must urgently pursue reform as they would otherwise be eliminated.

Mobile spending will become a new trend

Qiu Ying-hua said the association will devote more resources this year to exploring the digital transformation of the service industry, including shifting the focus of technological development, finding the right people and formulating suitable strategies. He also said that various industries can enhance the quality of service through collecting big data. For example, in the restaurant and beverage industry, restaurants can select the most popular packages through data analysis during the production of menu items. They can also make customized service for their guests ; While retailers can grasp the data analysis to understand market trends, help to enhance business and increase the retention rate of customers.

In addition, he believes that the consumption of young people mostly relies on social media information. The future of mobile phone consumption will become a new trend and the popularity of mobile electronic payment will prevail. At present, the Mainland has moved towards a “cashless society.” Hong Kong is worth rethinking about the digitalization of its services. However, Qiu Ying-hua admitted frankly that it is very difficult to change the industry culture. Therefore, Hong Kong businessmen should be alert and make appropriate changes to meet market needs. Otherwise, they will be eliminated and the government resources should be better used for cooperation. He disclosed that some enterprises in Hong Kong started to make changes in customer service. For example, Disney booked tickets online or in mobile phones. Some enterprises also distributed information through their smartphones or communicated with guests.

Affordable: retailers Tim competitiveness

Some retailers in Hong Kong started the digital transformation. Among them, the home improvement chain owned by Time Investment (01049) started to benefit from automation, personalization and dataization through its big data and new artificial intelligence technologies. Kwan Wah-ho, chairman of Fortune, said in the operation of the company, digitization will help improve management through the data analysis that the best selling items in each branch, which can be faster deployment of the branch’s products and display of promotional items in order to enhance the operation of each branch effectiveness.

Guanghui example, in the past to know the branch sales and distribution of the past three months, management personnel to call the manager to check the district, but the use of new technology to digitize information, the management can easily obtain the system in the various branches Data and analysis. It also helps retailers stay competitive. On the consumer level, he pointed out that the new retail concept store has been set up at an affordable price. VR and AR stores have been set up to experience home furnishing. The store also integrates online and / Offline store sales channels, to provide consumers with more personalized service.