On October 24, 2025, the Airport Authority Hong Kong and Aviation Security Company Limited hosted the HKIA Customer Service Forum at Asia World-Expo, focusing on improving customer service. The event, themed “One Team One Experience,” attracted over 300 participants, including experts and senior executives from Hong Kong International Airport, who engaged in discussions about customer service excellence.
Mr. Derek Choi, Chairman of the Hong Kong Association for Customer Service Excellence, was one of the keynote speakers. He delivered a talk themed “From Fragmented to Unified: A Human-centric and Tech-Powered Approach to the Customer Journey” and emphasized that customers view the airport as a single brand rather than separate departments. He highlighted that achieving a unified customer experience requires intentional collaboration and shared goals.
Mr. Choi also discussed how a cohesive customer journey enhances loyalty, satisfaction, and business outcomes, stressing the importance of combining people and technology. He provided a case study of HKT, which successfully offers a unified service experience across various platforms, demonstrating how different services can work together despite operational complexities.
