Co-founder & CTO Prof. Ir Spencer Li delivered a talk “How Does the after-COVID-19 “ABCDEF” effects model affect the development of Internet of Things and its Applications to improve Customer Experiences?“ in The International Conference on Advanced Engineering, Technology and Applications (ICAETA-2021), Turkey. Based on Prof. Li’s after-COVID-19 “ABCDEF” effects model defining “architectural framework for the decision-making process,” the paper examines how human factors and emerging technologies affect organizational behaviour on implementing the digital transformation of business processes by the adoption of the Internet of Things and its applications in pandemic corona diseases. Recently, ‘COVID-19 has radically changed the global economy by accelerating the digital transformation to create New Normal customer experiences (CX). This paper summarizes “next experience” initiatives by applying six pivotal elements of the ‘after-COVID-19 “ABCDEF” effects model - Artificial Intelligence, Blockchain/Big Data, Customer Experience, Digital Transformation, Emotion, and Fintech.’

The Palgrave Handbook of FinTech and Blockchain is the first multidisciplinary handbook of FinTech and blockchain covering finance, economics, and law within financial services technology. The handbook offers an extensive global discussion of structured finance, ICT, distributed ledger technology (DLT), data protection, artificial intelligence, and cryptocurrencies includes discussions of cybersecurity and cryptography and how they relate to regulation, consumer protection, and financial stability. Co-founder & CTO Prof. Ir Spencer Li contributed the Chapter “How Does Digital Transformation Improve Customer Experience?” to share its expertise on digital transformation and new O2O customer journey.

Remote working or service has become a new trend against the backdrop of the epidemic. Under the Anti-Epidemic Fund, the Innovation and Technology Commission (ITC) has launched the Distance Business (D-Biz) Programme to support enterprises to adopt IT solutions to continue their business and services during the epidemic. The Hong Kong Productivity Council is the Secretariat of the Programme.

Smart Business Consultancy Limited partnered with Guru Online (Holdings) Limited (HKSE 8121) to develop a O2O C3C (O2O CardFree CRM) System to present a new way of digital customer journey based on “After COVID-19 “ABCDEF” Effects Model” particularly on Customer Journey and Emotion. Guru Online (Holdings) Limited is a listed Hong Kong-based investment holding company principally engaged in the media and entertainment businesses. The Company operates through four business segments. The Digital Advertisement Placement Services segment is engaged in the provision of advertisement placement services through digital media. The Social Media Management Services segment is engaged in the provision of set-up, maintenance and monitor services on corporate profile pages through the social media platforms. The Creative and Technology Services segment is engaged in the design and copywriting of digital advertisements, production of corporate profile pages, websites and apps, as well as the provision of related consultancy services. The Internet Marketing Platform segment is involved in the engagement in an Internet marketing platform for the travel industry.