LG CNS Strengthens Digital Customer Experience Business... Expands Specialized Workforce

[Asia Economy Reporter Kang Nahum] LG CNS has stepped up its Digital Customer Experience (DCX) business.

According to LG CNS on the 20th, the company established the DCX Center last September and recently expanded its workforce to about 180 employees.

Digital Customer Experience is the total sum of behaviors, knowledge, memories, and emotions accumulated at all digital touchpoints where customers interact with a company. Recently, systematically designing customers' digital experiences has emerged as an essential factor for business success.

The LG CNS DCX Center supports comprehensive customer experience management services so that companies can provide differentiated digital experiences to their customers. The DCX Center's customer experience management services consist of three stages: ▲Design (Consulting & Design) ▲Build (Create & Build) ▲Optimization (Run & Optimize).

The DCX Center uses CXM solutions to measure customer responses and find ways to achieve higher satisfaction. For example, it conducts A/B testing to compare customer reactions. One page provides product information to customers via text (A), and another page provides it via video (B). The center analyzes the level at which customers purchase products or leave the page for each page and applies the page that showed higher customer satisfaction.

Recently, the DCX Center was responsible for the integration of LG Electronics' 'Korea Representative Website (https://www.lge.co.kr/)'. It unified the LG Best Shop online mall, membership, customer service, and official homepage. The Korea Representative Website serves as LG Electronics' digital integrated channel and main D2C channel.

Based on customer understanding, it recommends products tailored to customer characteristics, preferences, and situations, and provides services such as software updates, consumable replacement notifications, and easy reservations for visits and consultations. Customers can conveniently access the homepage through the newly launched LG Electronics mobile app and use services optimized for mobile environments.

Kim Soyeon, head of the DCX Center at LG CNS's Execution Innovation Division, said, "The DCX Center will provide comprehensive experience management to ensure customers have positive experiences at every stage of their journey interacting and transacting with companies as a digital customer experience innovation partner." She added, "Experts from various fields will work as one team to elevate digital customer experience to a higher level."

This content was produced with the assistance of AI translation services.