The 2025 Customer Service Excellence Award ceremony, hosted by the Hong Kong Association for Customer Service Excellence (HKACE), recently took place at The Regent Hotel in Hong Kong. MTR Corporation emerged as the Grand Champion, marking a significant achievement in the competitive landscape of service excellence.
A Celebration of Service Innovation
True excellence in customer service is built on a customer-centric foundation, requiring service professionals to integrate technology with empathy.
Hon. Algernon Yau, JP, Secretary for Commerce and Economic Development
- Over 450 guests attended the event.
- MTR Corporation won 15 awards, including the Grand Award.
With the theme 'High Tech, High Touch - AI Empowers a New Era in Customer Service', the ceremony emphasized the growing integration of AI in the service industry. Hon. Algernon Yau highlighted that while technology is essential, the human aspect remains invaluable.
Derek Choi, Chairman of HKACE, noted a 40% increase in award applications, signaling heightened industry focus on service quality. The rigorous selection process involved a panel of industry experts evaluating nominees, ensuring the awards' credibility.
MTR's achievement is a testament to its commitment to customer service innovation, having also earned recognition in multiple categories, including the Customer Retention Award and Digital Transformation Award.
This year's event not only recognized individual and team efforts within the sector but also reflected a broader trend in customer service, where the blend of technology and personal touch is increasingly critical.
The HKACE, established in 2000, continues to advocate for service excellence among its member organizations, hosting awards and programs that foster a culture of appreciation and innovation within the industry.