In May 2025, MTR Corporation launched its Customer Service Month campaign, focusing on Cross-Generational Communication. Lighthouse proudly partnered with MTRC to design a dynamic three-part series aimed at enhancing customer service skills across generations and actively promoting this internally within the organization.
A Collaborative, Three-Part Journey
This campaign featured a thoughtfully crafted three-part design that combined expert insights video with interactive learning, tailored to the diverse needs of MTR’s frontline teams:
Part 1 & 2: Industry Best Practice Insights
We interviewed leading voices from various industries, sharing valuable perspectives on empathetic listening and embracing generational diversity. These insights, including contributions from the Hong Kong Jockey Club and One Bite Design Studio, were made available through internal staff platforms.
Part 3: Interactive Hybrid Training
To bring these ideas to life, Lighthouse facilitated an engaging hybrid training session for MTRC's Property, Transport (Rail) Services, and Security teams, equipping participants with practical tools for effective cross-generational communication.
The dynamics of a multigenerational workforce arise from diverse backgrounds and experiences. The true magic lies in our willingness to understand, listen, and respond empathetically—celebrating the richness of intergenerational communication.
Lighthouse is honored to support MTRC in cultivating this culture for their frontline heroes.
