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Digital Strategy and Transformation at MTR: Insights from Elite Digital Leaders in Hong Kong

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Grateful to have a fruitful discussion with 3 elite digital leaders in Hong Kong and share our experience with a group of senior executives of MTR. Thank you to my panel guests:
Wai-yin Wan #MTR
Matthew Chan #JardineRestaurantGroup
Michael Yung #Google #GoogleCloud

Our main theme was Digital Strategy: Lead and Execute Your Digital Vision. It was really inspiring to many participants including myself indeed.

My 3 key takeaways are:

1. Digital Strategy should be seen as Strategy in Digital Era; Digital Transformation should be thought as Transformation in Digital Era; and certainly Digital Leader should transform themselves into Leaders in Digital Era. If we have no Strategy and cannot get transformation working, there is no place for Digital and certainly no place for Digital Leaders.

2. Cascading Strategy down is one of the major challenges for any companies. Just townhall communication is far from enough. Treat every employee differently just like how we are doing for customers. What does our Strategy mean to every single one of employees? Rather than just “Segment of One” for customer (customer centric or customer obsessed), can we do “Workforce of One” (employee centric or employee obsessed)?

3. Innovation will just become a threatre and showroom if we don’t understand the first 2 points. Even you got a fancy innovation head title, it doesn’t mean you can overcome all challenges in Transformation including Digital Transformation. Eventually you lose your passion and leave your company voluntarily or involuntarily.

more…

Thank you to MTR Learning and Development team and my CUHK teammates to make this meaningful panel discussion happen. Appreciate it.

#CUHK CUHK Business School
#DigitalTransformation
#DigitalStrategy #DigitalLeader
#Change #Transformation
#CustomerCentric #CustomerObsessed
#EmployeeCentric #EmployeeObsessed

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Latest Events

(Hong Kong) What is the Secret Sauce of the Leading Enterprises in New Economy?

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What is the secret sauce of Coca-Cola in the old economy? How about the secret sauce of the leading enterprises in today’s new economy? The answer is customer centricity. How did these enterprises make it? The answer is #Data. These companies are capable of turning data into their customer voice. That differentiates the leaders from the laggards in the digital economy.

Thanks for Hong Kong Association for Customer Service Excellence #HKACE to invite me to share my experience with their members. My main theme was “Turn Data into Our Customer Voice”. I have explained the core relationship of Customer Centricity and Data Literacy using the Left-Right Circle framework. I also introduced how we used our Data Literacy Empowerment Programme #DLEP to empower enterprises to democratize data literacy (data culture, mindset and skills) to the majority of their workforce. Find out more from our OpenCertHub Academy https://lnkd.in/gi6y9mJE

Benson Kwong #Fairwood#大快活, one of the largest fast food chains in Asia, also shared how they made use of data to help their internal customers (colleagues) to solve pain points in the front line. For instance, they used data to find the most effective way to deliver training to different levels of employees. Excellent examples of making use of data for customer excellence.

Appreciate Annie LeungCharles Ho from #HKACE#MTR effort to organize this forum. I hope I have given some insights to them and their members how to leverage on data in their customer services businesses and operations.

#AI#BigData#DataLiteracy
#DigitalTransformation#DigitalEconomy
#CustomerCentricity
#LeftRightCircle
#OpenCertHubAcademy
#OpenCertHub

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Latest Events

(Hong Kong) The 6th Cloud Forum Hong Kong – “Cloud Hyperdrive in Disruptive Times”

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Grateful to see and contribute to another great offline conference today. The 6th #Cloud Forum Hong Kong was successful launched today at the #HKCEC. The main theme was Cloud HyperDrive in Disruptive Time.
https://www.cloudforum.hk/

I was moderating the 1st panel of the forum and the topic was #CloudMigration. We had a good mix of experiences in our panel so we could make insightful discussion from different perspectives. It included well established company Dr. Ted Suen, MH #MTR, vibrant #FinTech #InsurTech #Startup Michael Kwan Yu Chan #Bowtie and leading Cloud Service provider #AWS  .

It was a very insightful discussion. We touched on internal buy in, Capex and Opex changes in adopting Cloud, governance, partner selection, outsourcing strategy, SME challenges, etc. Thank you for all our panelists’ insightful and practical experience sharing.

Thanks for the great support from Victor Lam #OGCIO, Peter Koo FCPA,CA,AICPA,CPA(Aust),ACCA,CIA,CFE,CISA,CISM from #Deloitte, Catherine Chan from #Kornerstone and many others.

Felt happy and warm to see many friends in person in these 2 days at HKCEC. It has been a long time. Physical forums are just beautiful. Hope that continues and gets bigger and bigger with good health for all. Take care!

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