- Build and grow Hong Kong service design community and connect them to the global community
- Enhance service design capability for customer-facing employees and management in HK
- Groom and nurture service designers to support the future development of service design in HK
Service has been Hong Kong’s core competency. However, service quality has been dropping the past few years. Customer expectations keep on escalating. Yet customer-facing employees do not appreciate the power of good customer service. Management also lacks the ability to come up with innovative ideas to design service for good customer experience. As a result, it ends up with an unhappy economy.
With the introduction of SDN HK Chapter, it can bring new insights to the Hong Kong service community. More importantly, we can gather those who are interested in service design to raise public awareness of how service design can bring solid impact to business bottom line. The current sd community in Hong Kong is still small, but it is gaining attention.
Now, Shanghai and Beijing already have chapters. Being one of the most impactful cities of China, it is important that Hong Kong has its own chapter as a platform for east meets west.
The setup of HK SDN chapter is a critical move. First, it enriches the service capabilities of the local community. Second, it facilitates the service design development in the Asia Pacific region. Third, it serves as a bridge between the east and the west.
Daryl comes with 20+ years of marketing and management experience. He started in business with Swire as a management trainee before assuming various roles across a wide range of business sectors, including FMCG, business and professional services, IT and telecommunications, and media and advertising. He has lived and worked in different China cities including BeiJing, ShangHai, Guangzhou, Shenzhen, NanJing, ZhengZhou, Dongguan, and Foshan. Mr Choy is a sought-after keynote speaker in Hong Kong and China. His research in brand experience, customer experience, and employee experience has received recognition from management gurus worldwide. His working partner is Joe Pine, the author of The Experience Economy. Daryl has been doing service design for 10+ years. He has developed the concept of experience wave which receives recognition by management gurus worldwide, including Professor Don Schultz. He delivers workshops on service design. Daryl holds a BA (Hons) in Economics from the University of Western Ontario, an MSc in Marketing from the Chinese University of Hong Kong. Setting up SDN chapter in HK will allow his team to help promote service design in HK, and build connections with other chapters in Asia Pacific region.
Dr. Chau is an organizational development executive with extensive experience managing large-scale change initiatives. With more than 20 years of consulting experience, Dr. Chau focus is to help organizations grow and manage change by unleashing human potential. His specializes are organizational transformation; process redesign; large-scale change management; strategic planning; program and tools development; and facilitations. Keith teaches, conducts research and consults in the area of service design for creating a WOW experience to clients. He has worked for different international banks to develop a new service blueprint and refine the service process to scale up the business performance and client experience. Before joining PolyU, Dr. Chau has worked with CEOs in a range of industries including manufacturing, financial services, healthcare, business services and public entities and act as an associate director of listed company. As a consultant, he conducts in-house training and advises private and government sector on new management concepts and entrepreneurship training: staff engagement, workflow management, service design, design thinking, emotional marketing, career development, succession and continuity in Hong Kong, Macau and China. Moreover, he was invited to write newspaper columns on service design, talent management, strategic management, sales and selling skills, management soft skills and economics on local and Macau newspaper. He also acts as a strategic adviser of local charity to support youth service and development in Hong Kong and China. On 2013, Dr Chau was also invited to design the content of PocketU under AS Watson Group.