Annie LEUNG

I joined the MTR Corporation in 2002 taking care of marketing and communication to achieve incremental patronage and market share for the railway. I was the pioneer to introduce Customer Relationship Management and Mobile Apps to enhance the service quality for rail customers.

Currently, I am the General Manager - Marketing & Customer Experience, responsible for planing and strategic development of customer experience and launching of innovative and digital services/campaigns in enhancing overall satisfaction, I focus on designing and developing forward-looking travel experience projets to meet the evolving needs of passengers.

In recent years, I have led the promotion of a "people-oriented" experience framework, from barrier-free design to smart travel systems, and through data-driven principles, ensure that every service innovation can accurately respond to passenger pain points.