Engaging With Customers in Times of Exceptional Uncertainty

Digitalisation and empathy are common methods of customer engagement, but never before has the pace at which these are being used in Hong Kong been so great. Nor has their necessity been so vital, as the city’s residents cope with a challenging environment. Whether, and how, businesses will continue with this strategy when the pandemic is finally over remains to be seen. 

The Financial Times, in partnership with Amazon Web Services, has gathered leading experts in Hong Kong to examine how companies are using digitalisation and empathy, among other tools, to engage and support customers during the ongoing waves of the pandemic. The discussion explores whether and how these imaginative ways of interacting will last beyond the pandemic.

Digitalisation

How is enhanced digitalisation playing out for customer engagement across multiple channels and across multiple generations with different levels of tech-readiness? How are companies choosing the appropriate technologies for each?

Empathy

How has greater online engagement changed customer expectations and behaviours now, and in the long term? How has a drive for increased customer empathy driven the leap to contactless engagements?

Uncertain times

How are companies building a sympathetic customer connection in exceptionally uncertain times? How much of the customer engagement practised today will be retained after the pandemic? Will agile companies in Hong Kong be able to pivot successfully?

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FT Live Digital Dialogues are fully digital 50-minute event experiences delivering maximum engagement. Live webinars provide unique opportunities to engage global senior audiences. All access, digital passes include access to all the live sessions PLUS all sessions on demand for 30 days. Join the conversation.

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