The “VIP Guardian Program” is a series of interview columns launched by Huobi HTX, focusing on large customer service practices. Every Tuesday, it invites the platform's frontline service team to share real service experiences, market observations, and insights into customer needs, conveying a service philosophy of long-termism and showcasing Huobi HTX's professional and stable customer service capabilities.

Recently, Donny, the brand manager of Huobi HTX, guest starred on the “VIP Guardian Program,” systematically dissecting the thoughts behind the 13th anniversary theme “Resilience Meets the Future” from a brand perspective for the first time, and sharing insights around user service, anniversary activities, security, and market confidence.

Through Bull and Bear Markets, “Resilience” is the Most Authentic Annotation of 13 Years

What does 13 years truly mean in the cryptocurrency industry? From 2013 to now, the crypto market has experienced several rounds of bull and bear conversions, the industry narrative continues to evolve, and countless projects and platforms have emerged and gradually faded from view. In such a rapidly changing industry, Huobi HTX's ability to operate continuously for 13 years itself surpasses simple temporal significance.

When discussing the origin of this year's 13th anniversary theme “Resilience Meets the Future,” Donny stated that “resilience” was almost a consensus keyword formed by the team from the very beginning.

The reason is not complicated.

Since its establishment in 2013, Huobi HTX has experienced multiple bull and bear cycles in the crypto industry, as well as various stages of market changes and external challenges. In Donny's view, reaching today is a manifestation of the resilience of an established trading platform.

However, “Resilience Meets the Future” is not just a summary of the past.

“We not only need resilience in the past and present but looking towards the future, we equally need to maintain this state.”

From a broader industry perspective, the cryptocurrency industry itself is also undergoing a significant transition from marginal innovation to an important phase within the global financial system. Market cycles continue to change, regulatory frameworks are gradually established, and new assets, new products, and new user needs continue to emerge. For platforms, what truly matters is not how fast they can run in a certain phase, but their ability to continually adapt and build amidst change.

Therefore, in Donny's view, “resilience” is both Huobi HTX's experience over the past 13 years and a choice when facing the future.

“User First,” the Starting Point of Activity Design

If resilience explains why Huobi HTX has lasted 13 years, then users are another keyword that Donny repeatedly emphasizes.

“Our mission is to serve users; everything must start from the users.”

Donny introduced that whether it's brand activities or specific business activities, Huobi HTX continuously collects user feedback from social media, communities, and daily services. When users express a desire for more benefits, lower fees, more abundant products, or better user experiences, this feedback further informs the platform's activity and product design.

This year's 13th anniversary activities are a concentrated reflection of this idea.

Centered around “Resilience Meets the Future,” Huobi HTX designed 13 growth tasks that incorporate various business scenarios, including community interaction, spot trading, contracts, earning tokens, TradFi, and deposits. Instead of deliberately setting high thresholds, this year emphasizes allowing users to naturally complete tasks through everyday use of the platform, progressively unlocking corresponding rewards based on task completion.

Completing 3, 6, 9, 11, or even all 13 tasks allows users to gain different levels of anniversary rights.

Additionally, the platform has designed corresponding activities around different trading habits including contracts, spot trading, and earning tokens, allowing different types of users to choose participation methods that suit them better.

“Why does Huobi HTX pay so much attention to users? Because many users have really accompanied us for a long time,” Donny confessed. “From entering the crypto market early to experiencing different bull and bear cycles, part of the users have remained with Huobi HTX, while some have left and returned again. The connection between the platform and users is not just transactions; it has become a shared memory of experiencing industry cycles together.”

Facing Market Volatility, Real Confidence Comes from Continuous Action

During the live broadcast, another unavoidable topic was “confidence.”

The crypto market is inherently accompanied by high volatility, high information density, and quickly changing market sentiments. Especially when platforms or the industry encounter sudden events, what users care most about is often not a promotional slogan but whether the platform can operate normally, whether assets are secure, and whether issues can be promptly addressed.

During the live broadcast, a user directly inquired about the recent attacks on the platform.

In response, Donny stated that the situation was a short-term impact caused by a DDoS attack, and Huobi HTX's technical team had quickly addressed it, ensuring that user funds were unaffected.

In Donny's view, for a trading platform, safety has never been an abstract concept; rather, it is a comprehensive manifestation of long-term technological investment, risk control, and emergency response capability.

And over a longer time dimension, 13 years itself constitutes a unique answer. “In such a rapidly changing industry, time itself is the answer.”

In the past decade plus, the cryptocurrency industry has experienced rapid expansion as well as significant clear-outs. Being able to continuously maintain platform operations, product iterations, and user services across multiple cycles represents another form of certainty for trading platforms.

Therefore, rather than repeatedly responding to every voice in the market, Donny hopes users focus on what the platform has continuously done.

In response to user feedback, has the product continued to optimize; in light of market changes, is business still building; in case of sudden issues, can the team respond promptly?

Trust ultimately does not come from a single explanation but from the continuous accumulation of long-term actions.

From Platform Resilience to Team Resilience, Behind 13 Years is a Group of Long-term Builders

Why has Huobi HTX reached its 13th year?

Donny attributes it to three things: team resilience, user-first approach, and sincerity.

First is the team.

A platform's ability to navigate through cycles ultimately relies on the organizational capability behind it. From product, technology, and research and development, to operations, branding, and user services, different teams maintain collaboration through market peaks and troughs, constituting the foundation for long-term platform operation.

Secondly, it is about continuously placing users in an important position.

Providing richer trading opportunities when the market is good, promptly responding to user inquiries during market fluctuations, and continually collecting suggestions and feeding them back into products and services are all actions that appear minor but ultimately establish a trading platform's true long-term competitiveness.

The third point is sincerity.

In the fast-paced information dissemination of the Web3 industry, it is increasingly difficult for brands and users to establish trust through one-way communication. Being willing to stand up and communicate, explain facts, and take continuous action in the face of problems has become an important component of long-term relationship building for the platform.

“What we want to tell users is that we have always been here and have always been building.”

Complete live replay: The “VIP Guardian Program - Donny”