The result of our annual survey was announced at a Press Conference held on 15 May 2019 at the Standard Chartered Bank Building in Central. Titled “Digital Transformation of Customer Services in Hong Kong -- Trends and Opportunities”, the survey looked at the trends of Hong Kong customers in using digital service channels, and how companies in Hong Kong are using digital channels to reach and serve customers and fulfill their needs and expectations.

This research revealed that better digital platform and mobile application contributes to higher engagement in digital services among Hong Kong Customers. Yet human interaction remains crucial to providing immediate attention and resolution. Customer service staff need training and education to effectively use digital channels to meet customers' expectations.

Hong Kong customers have become more enthusiastic to use digital services because digital channels are able to meet their needs for convenience. Among the various digital channels, mobile apps receive the highest satisfaction and the highest intention to use in the future.  Therefore, companies need to ensure the customer service staff are equipped and trained to deliver service digitally, in order to keep up with the pace of technology advancements.

For more details of the survey, please refer to this page.

Special thanks for the venue sponsor of Standard Chartered Bank (Hong Kong) Limited.