The Hong Kong Association for Customer Service Excellence (HKACE) held the HKACE Customer Service Excellence Award Presentation Ceremony cum 19th Anniversary Luncheon at the Hong Kong Convention and Exhibition Centre.  Themed “iService I SERVE”, this year’s event highlighted the accelerating digital transformation in customer service and its importance in taking service excellence to new heights.

Dr Bernard Chan Pak-li, Under Secretary for Commerce and Economic Development, was the officiating guest to present the awards, along with the attendance of well-known figures from the government and business sectors.  The result of “HKACE Customer Service Excellence Award 2018” was announced. The award-winners differentiated themselves from the elites of different industries and receive the honors. This year, Hong Kong Fire Services Department was awarded the Grand Award of Customer Service Excellence.  Airport Authority Hong Kong, HKT Limited, The Hong Kong and China Gas Company Limited, Shell Hong Kong Limited, Cathay Pacific Airways and Cathay Dragon won the gold awards in different categories. The inaugural "Digital Transformation Award" was also presented to recognize companies pioneering in promoting new service experience through innovative digitalization. Besides, ‘Top 10 SME Customer Service Excellence Award’ was also presented, acknowledging outstanding performers from small and medium enterprises in customer service.

“With the theme ‘iService I Serve’, HKACE will continue to work with all fellow members to embrace the challenges and opportunities arising from digital transformation. Our research revealed that more than half of the employees working in customer service areas are willing to support digital services when opportunities arise, but less than half of them regarded training in this area is adequate. So there are a lot we need to do together to get our technologies as well as our people ready for this challenge”, said Ms. Wendy Wong, Vice-Chairman of HKACE.

The Customer Service Excellence Award has been organized annually since 2002 by HKACE and forms the most rigorous and comprehensive award programme in Hong Kong's customer service domain and responses to the HKACE CSE Award and Top 10 SME Award were both very encouraging in 2018.  The judging panels were made up of professionals and customer service veterans from the government, the business sector, academia and trade associations.  Thereby to motivate customer service staff, recognize outstanding performers and promote a stronger customer service culture within member companies.