'Customer Experience' Announced 2 Years Ago... Embraced in New Samsung

Realizing Innovations Presented at CES
Focus on Demand to Experience and Enjoy

[Asia Economy Reporter Kim Heung-soon] 'Customer experience and human-centered innovative technology.'

Samsung Electronics' vision for the 'New Samsung,' revealed through this year's executive appointments and organizational restructuring, can be summarized as such. Among these, the focus was placed on strengthening customer experience. This concretizes the innovation direction announced about two years ago at CES, the world's largest IT and home appliance exhibition. The next step is a sustainable and better future for humanity and the Earth.

According to industry sources on the 13th, the recently established 'DX (Device eXperience) Division' and 'MX (Mobile eXperience) Business Unit' through Samsung Electronics' organizational restructuring reflect the philosophy and vision shared by Samsung at CES 2020 held in Las Vegas, USA, last January.

At that time, Kim Hyun-seok, President of the CE Division, defined the next decade as the 'Age of Experiences' in his keynote speech. It signaled the arrival of an era where individual tastes and experiences are respected. He predicted the development of ▲ customized technologies that meet personal needs ▲ smart cities equipped with safety and convenience ▲ robots that will become companions in life, catering to demand for experiencing and enjoying products rather than merely owning them. This aligns with the emphasis on 'experience (eXperience)' highlighted in the recent organizational restructuring.

Accordingly, Samsung Electronics is expected to place greater emphasis on enhancing customer experience through this restructuring. Along with renaming business divisions, the newly appointed DX Division Head (Vice Chairman) Han Jong-hee directly oversees the establishment of the 'CX (Consumer eXperience)' and 'MDE (Multi Device eXperience)' centers. CX stands for customer experience, and MDE for multi-device experience. Additionally, the GDC (Global Direct to Consumer) center within the MX Business Unit was reorganized into an online-focused online business center. In the regular executive appointments announced on the 9th, key positions in related fields were promoted to strengthen differentiated CX capabilities and solidify Samsung's position as a market leader.

This is a strategic move to enhance the experience and satisfaction customers feel from the product purchase stage through the entire usage process. Furthermore, the robot commercialization task force (TF), which was previously directly under the CE Division Head, was elevated to a permanent organization as the Robot Business Team. Earlier, Samsung Electronics showcased robots under its own research at CES, positioning this field as a future business.

Since 2002, Samsung Electronics has presented keywords such as 'Human Digitalism,' 'Core Components,' and 'Internet of Things (IoT)' through six keynote speeches at CES. At next year's CES, Vice Chairman Han will deliver a keynote speech titled 'Together for Tomorrow.' Samsung Electronics stated, "We plan to introduce multifaceted efforts to contribute to creating a sustainable Earth, embodying the value that 'technology must exist for humanity and the planet,' and emphasize participation in minimizing climate change from each individual's position."

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