LG Electronics Holds 'InsightX 2022' to Discuss Directions for Customer Experience Innovation

"Reading Customers' Minds is Essential for Customer Experience Innovation"

[Image source=Yonhap News]

[Asia Economy Reporter Sunmi Park] LG Electronics announced on the 19th that it discussed ways to expand F·U·N (First·Unique·New) experiences that consider customers' hearts beyond simple product usage experiences through the ‘InsightX 2022’ event.

InsightX is an occasion where LG Electronics' LSR Research Institute, which studies customer lifestyles, shares the results of a year’s research with its members. In its fifth year, this event was divided into three sessions: ‘People,’ ‘Space,’ and ‘Technology·Industry,’ with attendees including CEO Ju-Wan Cho, Head of Design Management Center Chul-Bae Lee, Head of LSR Research Institute Hyuk-Jin Kwon, and other executives and employees.

In the first session, ‘People,’ the LSR Research Institute presented strategies for personalized customer experiences, emphasizing the importance of understanding hidden insights in customers’ minds by considering qualitative aspects such as emotions, tendencies, and consumption factors. The research results shared in the second session focused on ‘Space.’ As spaces for daily life extend to automobiles and virtual worlds, customers expressed a desire for new spatial experiences. In particular, automobiles were found to be expected not only as means of transportation but also as spaces where enjoyable and valuable time can be spent.

In the final ‘Technology·Industry’ session, the LSR Research Institute proposed that stories providing differentiated experiences throughout the entire customer purchase journey across online and offline channels must be included.

A panel discussion titled ‘Customer Experience in the Era of Great Savings’ was also held. Head of LSR Research Institute Hyuk-Jin Kwon and panelists engaged in in-depth conversations on customer experience innovation, stating, “Since the pandemic, the MZ generation pursues only valuable consumption and boldly reduces unnecessary spending, so companies must constantly strive to provide the experiences customers want.”

Head Kwon said, “This event was organized to share customer trends and insights with employees and to spread a culture and spirit that prioritize customer value,” emphasizing, “We will continue research on customer experience innovation from the perspective that customers purchase experiences, not products.”

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