Case Study: Hong Kong Broadband Network (HKBN) achieves quadrupled clickthrough rates and 30% higher engagement with Tealium

Personalised Customer Engagement Sees HKBN’s Sales Quadruple

HKBN, one of Hong Kong’s largest residential and enterprise telecom providers, faced fragmented online and in‑store data that prevented effective personalization. Siloed customer records led to irrelevant retargeting, customer complaints when in‑store purchases weren’t recognized online, wasted media spend, and pressure in a highly competitive market to improve retention and acquisition.

Partnering with Inetasia and deploying Tealium’s platform (Tealium iQ, EventStream, AudienceStream) allowed HKBN to stitch online and offline data into unified profiles, suppress irrelevant ads, and deliver tailored upsell offers. The company redeployed 30% of previously wasted marketing budget, achieved a 30% lift in engagement and a fourfold increase in clickthroughs from personalized campaigns, while improving customer experience and ROAS.

Hong Kong Broadband Network

Samuel Hui

Co-Owner and Chief Transformation Officer