HKACE Customer Service Excellence Award 2019
(Merit Award winners are listed in alphabetical order of company names)
* Award winners can use the award logo for promotional purposes* Download the HKACE Award Logo and the logo usage guidelines
* For the logo usage, HKACE reserves the right of final approval
Grand Award
Gold Award Winner : DBS Bank (Hong Kong) Limited 
Photo
Silver Award : The Hong Kong and China Gas Company Limited Photo
Bronze Award : Cathay Pacific Airways Limited Photo
Outstanding Customer Service Program Award
Gold Award Winner : CLP Power Hong Kong Limited : Customer Services for Smart Elderly Centre Transformation Photo
Silver Award : AIA International Limited : SYNC Programme - a Customer-Centricity Culture Program Photo
Bronze Award : Standard Chartered Bank (Hong Kong) Limited : Putting our customer at the centre of everything we do Photo
Merit Awards : Canon Hongkong Company Limited : Business Process Management - e-Workflow Solutions Photo
& The Hongkong and Shanghai Banking Corporation Limited : Serve our community with inclusive banking services Photo
Service Innovation Award
Gold Award Winner : Bank of China (Hong Kong) Limited : 24x7 Seamless Phygital Banking Experience Photo
Silver Award : HKT - Consumer Group : Intelligent Customer Service Platform for Omni-channel Customer Engagement Photo
Bronze Award : Cathay Pacific Airways Limited : Smart Serve Photo
Merit Awards : CLP Power Hong Kong Limited : Digital Payment Transformation Photo
& DBS Bank (Hong Kong) Limited : Live More, Bank Less - Instantaneous Banking Services Photo
Digital Transformation Award
Gold Award Winner : The Hong Kong and China Gas Company Limited : Gas Riser Artificial Intelligence System Photo
Silver Award : Hong Kong Dragon Airlines Limited : Air Ready Photo
Bronze Award : Connexus Travel Limited : One Platform Photo
Merit Awards : Hongkong Post : Easy Pre-customs for new era of postal electronic customs pre-clearance Photo
& Jardine Aviation Services Group : Together We Innovate - E2E Digital Transformation of Ground
Handling Service Programme Photo
Team Award - Contact Centre Service
Gold Award Winner : The Hongkong and Shanghai Banking Corporation Limited : HSBC's Contact Centres - Customer Care Team Photo
Silver Award : CSL Mobile Limited : Inbound Call Centre Photo
Bronze Award : Cathay Pacific Airways Limited : Global Contact Centre HK - Medical Desk Photo
Merit Awards : CLP Power Hong Kong Limited : Integrated Hotline Services Photo
& Maxim's Caterers Limited : Group Customer Service Hotline Photo
Team Award - Counter Service
Gold Award Winner : CLP Power Hong Kong Limited : Sham Shui Po Customer Services Centre Photo
Silver Award : Cathay Pacific Airways Limited : Cathay Pacific Lounge Service Centre, HKIA Photo
Bronze Award : Airport Authority Hong Kong : Airport Authority Customer Services Centres Photo
Merit Awards : HKT - Consumer Group : Tsim Sha Tsui Customer Service Center Photo
& Ngong Ping 360 Limited : Ticketing Team Photo
Team Award - Field & Special Service
Gold Award Winner : Cathay Pacific Airways Limited : The Arrival Team, HKIA Photo
Silver Award : HKT - Consumer Group : HKT Premier Photo
Bronze Award : The Hong Kong and China Gas Company Limited : Commercial & Industrial Maintenance Services Section Photo
Merit Awards : Connexus Travel Limited : After Hours Servicing Team Photo
& Ngong Ping 360 Limited : Attractions & Entertainment Team Photo
Team Award - Internal Support Service
Gold Award Winner : Fairwood Fast Food Limited : Customer Services Department Photo
Silver Award : AIA International Limited : Service Audit & Control Team Photo
Bronze Award : DBS Bank (Hong Kong) Limited : Journey & People Transformation Photo
Merit Awards : Bank of China (Hong Kong) Limited : Productivity Management and Business Support Team Photo
& HKT - Consumer Group : Project & Leasing Team Photo
Individual Award - Contact Centre Service
Gold Award Winner : Mr Travis Tang - CSL Mobile Limited Photo
Silver Award : Ms Barbara Wong - Cathay Pacific Airways Limited Photo
Bronze Award : Ms Gladys Ho - AIA Internation Limited Photo
Merit Awards : Mr Lucas Lam - CLP Power Hong Kong Limited Photo
& Mr Wong Hon Wing, Ryan - HKT - Consumer Group Photo
Individual Award - Counter Service
Gold Award Winner : Mr Chi Yao Lung - HKT - Consumer Group Photo
Silver Award : Mr Law Wing Hang - Hongkong Post Photo
Bronze Award : Mr Eugene Ko - Cathay Pacific Airways Limited Photo
Merit Awards : Mr Gary Cheung - AIA International Limited Photo
& Ms Queenie Chung - BOC Group Life Assurance Company Limited Photo
Individual Award - Field & Special Service
Gold Award Winner : Mr Wong Ki Fung, Taco - Centaline Immigration Consultants (HK) Limited Photo
Silver Award : Ms Katherine Law - Cathay Pacific Airways Limited Photo
Bronze Award : Ms Ho Ling Yuk - AIA International Limited Photo
Merit Awards : Mr Chung Ka Chun - Bank of China (Hong Kong) Limited Photo
& Mr Ng Ka Kuen - The Hong Kong and China Gas Company Limited Photo
Individual Award - Internal Support Service
Gold Award Winner : Mr Rex Choi - CSL Mobile Limited Photo
Silver Award : Mr Hui Sin Kwan - Bank of China (Hong Kong) Limited Photo
Bronze Award : Mr Ivan Chan - AIA International Limited Photo
Merit Awards : Ms Sindy Lo - Cathay Pacific Airways Limited Photo
& Ms Cherrie Hung - HKT - Consumer Group Photo
Individual Award - Top 5 Young Stars of the Year 2019
- Ms Albee Tsang - BOC Group Life Assurance Company Limited Photo
- Mr Eibrab Ho - Cathay Pacific Airways Limited Photo
- Mr Lam Wai Yeung, Dominic - HKT - Consumer Group Photo
- Ms Sarah Sze - Hong Kong Airport Services Limited Photo
- Mr Raymond Mung - The Hong Kong and China Gas Company Limited Photo
Judge Panels of HKACE Customer Service Excellence Award 2019
Chairman of Judging Panels
Grand Award
Mrs Selina Chow, GBS, OBE, JP
Honorary Advisor, Hong Kong Association for Customer Service Excellence
Outstanding Customer Service Program Award
Mr Allan Chiang, SBS
Founding Chairman and Honorary Advisor, Hong Kong Association for Customer Service Excellence
Service Innovation Award
Mr Toney Chang
Vice-Chairman, Hong Kong Information Technology Industry Council under Federation of Hong Kong Industries
Digital Transformation Award
Dr Stella Kwan
Chief Corporate Development Officer, Hong Kong Cyberport Management Company Limited
Team and Individual Award - Contact Centre Service
Dr Buston Chu
Honorary Advisor, Hong Kong Association for Customer Service Excellence
Team and Individual Award - Counter Service
Mrs Alice Chan
Executive Director, Travel Industry Council of Hong Kong
Team and Individual Award - Field & Special Service
Prof Bennett Yim
Area Head of Marketing Director of Undergraduate Admissions and International Student Exchange, The University of Hong Kong, Faculty of Business and Economics
Team and Individual Award - Internal Support Service
Dr Michael Lam
Chief Executive Officer, Hong Kong Quality Assurance Agency
Individual Award - Top 5 Young Stars of the Year
Ms Betsy Lai
Principal Assistant Secretary, Traning & Development, Civil Service Bureau, The Government of the HKSAR
Members of Judging Panels (in alphabetic order of last name)
- Ms Cherry Chan - Assistant General Manager - Marketing, Membership and Regulatory Initiatives, The Hong Kong Institute of Bankers
- Ms Vanice Chan - Senior Customer Service Manager, Hong Kong Trade Development Council
- Ms Virginia Choi, JP - Chairperson, Continuing Professional Development Alliance
- Ms Maggie Chow - Assistant Commissioner for Tourism, Commerce and Economic Development Bureau, The Government of the HKSAR
- Mr Eric Fan - Vice President Privacy and Cyber Security, Hong Kong Information Technology Federation
- Mrs Rossana Ho - Immediate Past President, Project Management Institute Hong Kong Chapter
- Dr Measure Hung - Chairman, Hong Kong Trade Services Council
- Dr Victor Hung - Vice President, Hong Kong Federation of E-Commerce
- Ms Helen Leung - Executive Manager, Quality Tourism Services Association
- Ms Alice Lui - Deputy Executive Director, The Hong Kong Federation of Youth Groups
- Mr Ivan Ma - Honorary Advisor, Hong Kong Association for Customer Service Excellence
- Mr Perry Mak - Managing Director & Executive Director, Publisher, Hong Kong Economic Times Holdings Limited
- Mrs Sandra Mak - Honorary Advisor, Hong Kong Association for Customer Service Excellence
- Mr Ng Ching Wun - Vice Chairman, Hong Kong Brand Development Council
- Mr So Chun - Administrative Director, The Chinese University of Hong Kong
- Mr Ivan So - Councillor, Convener of Startup, Hong Kong Information Technology Fderation
- Mr Song Hoi See - Vice Chairman, Retail & Tourism Committee, Hong Kong General Chamber of Commerce
- Mr Bernie Ting - Chairman, Hong Kong Q-Mark Council
- Ms Alice Wong Nga Lai - Vice-President, Hong Kong Institute of Human Resource Management
- Mr Ivan Wong, FHKIM, ProM - Vice Chairperson, Hong Kong Institute of Marketing
- Mr Patrick Wong - Honorary Advisor, Hong Kong Association for Customer Service Excellence
- Ms Titania Woo - General Manager and Company Secretary, The Hong Kong Management Association
- Mr Gary Yeung, MH - President, Smart City Consortium
- Prof Daphne W. Yiu - Professor, Department of Management, The Chinese University of Hong Kong
- Mr Yu Pang-chun, SBS, JP - Chairman, Employees Retraining Board