To deepen students’ understanding of fintech and customer relationship management, Senior Lecturer Zhenzhen Nong, at the Faculty of Business of the City University of Macau, invited Mr. Shixin Huang, Senior Unit Manager of AIA Macau, to deliver a speech titled “Technology Empowers Customer Management: Digital Transformation and New Growth Opportunities in the Insurance Industry” on February 25. The speech served as a key component of the senior-year Customer Relationship Management course. Drawing on his extensive experience in wealth management, Mr. Huang analyzed how artificial intelligence and big data are reshaping the industry through innovative case studies, creating a dynamic exchange of ideas that blended theory with practice for students.

Addressing industry pain points such as “diversified customer demands and inefficiencies in the old methods,” Mr. Huang demonstrated technology-driven solutions through three key scenarios. In the “precision marketing” segment, he shared cases of leveraging big data for customer profiling to reduce marketing costs. Regarding customer service bottlenecks, he highlighted how intelligent chatbots enable 24/7 real-time responses to inquiries, significantly improving customer satisfaction. He also showcased the efficiency of automated claims systems, which compress processing cycles through smart platforms.

Additionally, Mr. Huang shared practical insights into “social media marketing conversion strategies” and “customer referral systems,” infusing digital innovation into traditional wealth management. For social media marketing, he proposed a dual-driven “Platform + Content” model: by analyzing customer social media behavior data, high-potential groups are precisely targeted to convert brand exposure into consultation volume, successfully transitioning from public to private online domains. On customer referrals, he emphasized building trust, streamlining referral processes, and implementing win-win incentive strategies. He underscored that “customers are not just consumers but also brand ambassadors.”

Mr. Huang concluded with the three core values of technological application: efficiency enhancement, experience optimization, and value creation—while envisioning the future potential of AI and automation. He also acknowledged challenges such as data security and talent shortages. Students actively engaged in Q&A, demonstrating critical thinking about industry dynamics. Moving forward, the Faculty of Business plans to expand industry-academia collaboration to cultivate innovative talent for Macao’s financial digital transformation.