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Our 4-day visit to Dreamforce in San Francisco was worth millions as we learned invaluable lessons of digital success and failure from some of the world's greatest companies.
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Dear Friends of HKBN
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Why Our Dreamforce Visit Reinvents HKBNers for Better Customer Transformations
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Some of the world's best companies started out by doing 1 or 2 core things really great. But over time, they must change and expand into new territory in order to continue their success (think Amazon or Apple).
No longer just a fixed-network and broadband carrier, today HKBN has proudly evolved into a complete end-to-end ICT solutions powerhouse. 4 years ago, our backend system supported 1,000 service offer combinations. Today, that number is en route to approaching 100,000 combinations, i.e. legacy CRM systems will no longer be able to keep up. Powering this incredible progress is HKBN’s digital transformation – a journey first initiated 2 years ago in San Francisco at Dreamforce 2017, the world’s largest ‘cloud carnival’ organised by Salesforce.
From the way we connect with customers, or understand their purchase preferences, to how our teams are working silo-free with unprecedented synergy, in just 2 years’ time, digitalisation has completely reinvented our competitiveness. Noting this, Salesforce invited HKBN to share our journey at Dreamforce 2019.
Click here to watch our insightful presentation by Co-Owner and Head of Digital Transformation Samuel Hui
Besides Samuel, this year we also sent 6 other Talents to Dreamforce. As reps from key facets of HKBN, our delegation brought back inspired actions points from the world’s best CRM and digitally-transformed companies. The reflections from these 7 Talents (click here to read them) are set to fuel a digital culture shift for our full Talent base. And for deliverables? We’ve pledged 4 key projects that will transform HKBN and our customer experiences to the next level! These are:
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Building a 360-degree understanding of our customers – leveraging AI, we are building a Unified Customer Profile system that intelligently connects and serves customers for the best personalised engagement strategies.
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Offering digital transformation as a service – an emerging challenge for business is the migration of legacy data onto the cloud. By upgrading more HKBNers with data integration capabilities, our teams will be broadly equipped to help customers succeed through digital transformation.
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Intelligently deploying more plans and products – with more products and services planned for customers, we are designing an intelligent system that will maximise effectiveness and relevance in addressing every customer need.
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Hosting our own Dreamforce! Dreamforce 2019 attracted 170,000 attendees. Our goal is to bring this inspirational event to Hong Kong and trigger a real digital revolution for more businesses in the region!
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Far from being a just another event for business and sharing, Salesforce's flagship gathering was an inspirational carnival that attracted 170,000 attendees from around the world!
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Our 7-strong delegation included elite Talents from Business Development, Business Planning, IT and Marketing plus our CEO – who each brought back unique insights learned from the trip to help HKBNers transform!
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Speaking at Dreamforce, Samuel (right) shared our digital transformation journey (so far) from a perspective that people not technology are the most important factors for success.
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With inspiration everywhere we went, Dreamforce 2019 connected our team with stories and conversations from luminaries like former president Barack Obama, Apple CEO Tim Cook, and Salesforce co-CEO Marc Benioff.
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Summarising the event, Samuel said, “The rewards of success and cost of failure of our digital transformation belongs to all fellow HKBNers. For our Co-Owners, the implications are even more extreme, as digital transformation is key to us either exceeding or failing to meet our Co-Ownership 3+ KPIs and beyond.”
Wilson Yeung, Co-Owner and Senior Manager – IT, who was mentally and physically drained from the Dreamforce experience added, “Dreamforce was more exhausting than completing a Spartan Beast Race!”
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