“We are not creating a breakthrough technology. We are creating an unforgettable customer experience”. This is what I learned from Jess Mak from HTC. In most of our innovation and technology discussions, we focus pretty much on technological advancement, business models, investments, markets, etc. We seldom talk about the Human Side of technology. It is not just important to our customers and but also to our colleagues. Though we talk a lot on pain points of our customers, engagement with our colleagues, how many of us are doing it well? Jess Mak from HTC brought us her experience on how human centricity 以人為本 can make a difference in Leadership, Marketing, Customer Services, Product Design, Research, Staff Management, etc. To many of us, HTC is a mobile phone maker. In fact, their mission is “We are not creating a breakthrough technology. We are creating an unforgettable customer experience”. Listen to the episode of CUHK EMBA 管理新思維 on RTHK1 FM926 broadcasted on Jul 28, 2019. Professor Andrew Chan, RTHK Fiona and I had a fruitful, interesting and joyful discussion with Jess. I also learned a lot from her. Big thank you to Jess. https://lnkd.in/e9k3nwF