Hwang Hyun-sik, President of LG Uplus, "Focusing on Customer Experience... Integrating AI and Big Data into Field Operations"

Delivering 2022 New Year Video Message to Employees
Aiming for No.1 in Telecommunications through Churn Rate Improvement

[Asia Economy Reporter Minyoung Cha] Hwang Hyun-sik, CEO of LG Uplus, expressed his intention to make a new leap forward based on differentiated customer experiences and digital innovation utilizing artificial intelligence (AI) and big data technologies in his 2022 New Year's address.

In a video New Year's message sent to employees on the 3rd, CEO Hwang emphasized the importance of differentiated services through an "obsession with excellence." While customer value innovation had previously focused on eliminating bad experiences, he stressed that going forward, efforts should be made to satisfy customers through special services.

CEO Hwang stated, "Excellence means going beyond simply removing inconveniences to providing customers with special experiences," adding, "To achieve this, there must be at least one clearly differentiated customer experience element, and customers should feel that the service is exclusively available at Uplus."

He cited the churn rate as an indicator through which customers can tangibly feel changes. He said, "As innovative experiences increase, the churn rate decreases," expressing his ambition to create the telecommunications company with the lowest churn rate.

He also added that internalizing core technologies and establishing agile work processes are important for digital innovation. CEO Hwang said, "There should be more cases where digital technologies such as AI, big data, and metaverse are applied to actual work to improve tasks or develop new services," and "This year, we will nurture talent capable of leading agile methods and organize related management processes to ensure rapid settlement."

He conveyed his intention to strengthen new businesses as well. CEO Hwang said, "If we further develop innovative services and grow them into platform businesses, these can become future growth businesses," adding, "We explored the potential to grow Idleulnara, Idol Live, and sports into platform businesses and reviewed related data, advertising, and content business plans."

He continued, "In the business-to-business (B2B) sector, we have designated smart factory, mobility, and AICC (AI Contact Center) as key new businesses and secured core competencies and references," and "This year, we plan to continue discovering in-house ventures to find new business opportunities and also pursue attempts in sectors such as health and pets."

Finally, CEO Hwang urged employees to hold a dream of being number one. He said, "Although the business environment is becoming challenging, I believe this year is a golden opportunity for us," and "I am confident that by deeply embedding a customer-centric DNA and combining the technological capabilities and working methods of a digital innovation company, we can truly become number one."

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