LG CNS Strengthens 'Customer Experience' with Dedicated Customer-Focused DX Organization

[Asia Economy Reporter Kang Nahum] DX (Digital Transformation) has already become a necessity rather than a choice in the management strategies of all companies. This is because the business environment now requires discovering new businesses and innovating work methods based on new IT technologies such as cloud, artificial intelligence (AI), and big data. However, many companies still face difficulties in approaches and utilization methods for DX.

To address these challenges, LG CNS has stepped up. LG CNS is helping companies in various industries such as distribution, manufacturing, and finance achieve successful DX projects through its customer experience innovation dedicated organizations, ‘CAO’ and ‘Innovation Studio.’

Focusing Solely on the ‘Customer’... Customer-Dedicated Organization ‘CAO’

According to LG CNS on the 29th, the ‘CAO’ organization was launched in 2020 to ensure the successful DX of client companies. CAO stands for Chief Client Account Officer. It refers to an elite professional group that is the highest authority in a customer-dedicated organization, innovating customer value and experience, and leading the customer’s business success. This year alone, they have identified over 200 customer DX tasks and succeeded in commercializing about 40 of these tasks.

CAO focuses solely on customers based on LG CNS’s accumulated ‘technical expertise’ and diverse ‘industry expertise.’ On this basis, they discover latent DX demands that even customers were unaware of. About 500 industry experts from various fields such as manufacturing, telecommunications, finance, and distribution are positioned within CAO. Internally, these veteran industry experts are called AMs (Account Managers). AMs communicate directly with customers on the front lines of the company, collecting not only business demands but also minor complaints. They then connect these to new DX projects that provide practical help to the customer’s business. CAO serves as a compass for customer business innovation throughout the entire digital transformation journey, from DX strategy formulation to execution and post-execution change management.

While having a separate customer-dedicated organization may seem unfamiliar in the domestic IT industry, the industry explains that most global tech companies such as Accenture have organizations specialized in customer experience.

Breathing Together with Customers... ‘Innovation Studio’ Enhancing DX Experience

LG CNS operates the ‘Innovation Studio’ at its Magok headquarters, where customers can directly experience DX. The Innovation Studio refers to a dedicated organization and space for customer DX experience.

Customers visiting the Innovation Studio can see the latest DX technologies such as metaverse, augmented reality (AR), virtual reality (VR), and digital twin firsthand and concretize their business ideas. Especially through the Innovation Studio and workshops, the ‘3 Bul’ (3 불) can be resolved. The 3 Bul refers to ▲To-be Unclear (the target image after DX introduction) ▲Effect Uncertain (what effects DX will have) ▲Technology Uncertain (which technology to use for DX).

An LG CNS official said, "We plan to continuously discover new DX businesses that drive the qualitative growth of customers’ futures at the closest point of contact with customers and expand customer value innovation management."

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