On May 3, FOB CRM course invited Man Hua Huang, a training specialist with years of experience in the service industry, to share practical insights on customer relationship management in a recent course. Huang emphasized the importance of human-centered customer insights that cannot be replaced by technology in the service industry. During the discussion, students raised concerns about balancing customer privacy with digital management, to which Huang suggested frontline employees to provide insights while continuously following relevant data collection regulations. The sharing session combined traditional customer relationship management with digital management to better meet customer needs and enhance satisfaction and loyalty. Through this session, students gained a deeper understanding of practical experiences and rethought the challenges of customer relationship management in the service industry.