Marshall Tory: Nellie, thank you for joining us for this edition of Eat Takeaway. You’ve had a career spanning media, digital startups, and now tech. Could you start by telling us a bit about that journey?

Nellie Chan: When I started at the South China Morning Post more than thirty years ago, everything was physical. We handled film reels for ad placements, laid out every page by hand, and sent the final proofs to print overnight. When the idea of a “website” appeared, it was a revelation. Suddenly our audience could more easily be anyone in the world. That simple thought fascinated me. I wanted to understand how technology could redefine communication, and that ultimately brings me to tech and where I am today. Throughout my journey, I kept finding myself pulled back toward digital. That curiosity for what’s next in digital has guided every move since.

MT: What drew you to Google – and what’s the focus of your team in Hong Kong today?

NC: After more than two decades in regional roles, I realised I had spent relatively little time working for Hong Kong. I wanted to contribute locally – to help the businesses here adapt and grow. The role I am in now fits two of my personal goals: first, to do something different from my media background, and second, to dedicate myself to the Hong Kong market. Our team supports companies of all sizes in understanding how Google’s full AI ecosystem – from Search and Maps to YouTube and AI tools – can drive growth. We speak directly to clients in their local language, helping them design digital strategies that fit their scale and goals.

MT: You’ve talked before about the importance of partnership – that success is about helping. Can you share an example of what that looks like in practice?

NC: Our priority has always been simple: help clients, which naturally means different things for different businesses. When the pandemic hit, for example, some needed help getting online. Others were trying to pivot – setting up delivery, rethinking their marketing, moving training online. And a few were actually growing rapidly, so we helped them manage that growth sustainably. We also tried to connect businesses to one another. It was about supporting the resilience of Hong Kong’s business community. That experience reinforced a core truth for me: trust is the most valuable thing you can build. When people know you’re genuinely trying to help – they remember it. Many of those relationships have become some of our strongest partnerships today.

MT: That speaks directly to trust – something that can be hard to build. What do you think about earning and maintaining that trust?

NC: Building long–term credibility is what makes clients call you first when they’re planning something new. It is essential to think long-term – to prioritise the customer’s success. Our conversations are about understanding a business’s capacity, its people, its digital maturity. Sometimes the right solution is simple; sometimes it’s complex. But the guiding question is always: Will this make their business stronger?

MT: You’ve witnessed Hong Kong’s digital transformation up close. How have small and medium businesses changed in recent years – and what’s driving that shift?

NC: With the pandemic, businesses had to rethink their e–commerce, logistics, digital payments – all at once. It was a huge learning curve, but it also sparked creativity. I saw shop owners start livestreaming sales from their phones. Restaurants built online ordering systems in a week. Even traditional family businesses began exploring social media marketing. Now, there’s a genuine appetite for innovation. Many businesses have seen how digital tools can open new revenue streams or help them reach audiences they never imagined. The mindset has shifted from “Why do we need this?” to “What else can we try?”

MT: And now, of course, we’re in the era of AI. What advice would you give to SMEs who want to embrace it but don’t know where to start?

NC: Start small. The best way to begin is by exploring the AI-powered features already available in the tools you use every day. Try writing a product description, generating visuals, or analysing customer feedback. The goal is to first understand the technology and what it could potentially do for you. Once you’ve tried it yourself, you’ll be able to ask better questions and make smarter decisions. So my advice is simple: Get your hands dirty. Try, learn, and adapt – just like every other transformation before this one.

MT: That’s a great perspective. Any thoughts on what’s next for Hong Kong’s businesses?

NC: Hong Kong has always been a city of resilience despite challenges from pandemic to market fluctuations. Once our businesses see the potential, they move and get results fast. That gives me confidence in how far the city can go and also fuels our local commitment in Advancing Hong Kong, Together at Google. For businesses, encourage experimenting, invest in people and keep learning. The tools will keep evolving – digital, AI, whatever comes next – but the mindset of curiosity and courage will always be what sets successful businesses apart.

MT: And lastly – beyond your role at Google, you chair and serve on different industry committees. What motivates you to dedicate your time to these external roles?

NC: What motivates me is quite simple: contribution and joy. These external roles are essential, real-world feedback loops that inform our local strategy, and ensure our team remains a grounded, effective partner in the local community. I've had the opportunity to bring crucial C-level insights and international perspectives back to my team. And the deeper fuel is the feeling of being able to actively contribute to the industry I’m in and, especially, to the city I call home.