Gangwon Land Officially Launches Third Cohort of 'CV Creators' to Enhance Customer Experience

Gangwon Land (Acting CEO Nam Han-kyu) held the inauguration ceremony for the third cohort of 'CV Creators,' an expert group leading customer experience (CX) innovation, on the 20th at the High1 Resort Grand Hotel.

Kangwon Land (Acting CEO Nam Han-gyu) held the inauguration ceremony for the third generation of the 'CV Creators,' a group of experts leading innovation in customer experience (CX), at the High1 Resort Grand Hotel on the 20th, followed by a commemorative photo session. Provided by Kangwon Land

'CV Creator (Customer Value Creator)' refers to frontline service leaders who identify inconveniences and improvement needs experienced by customers throughout their journey and connect these insights to tangible changes on-site.

In April, Gangwon Land held an internal recruitment process and ultimately selected 35 frontline employees, recognized for their exceptional customer understanding and service mindset, as the third cohort of CV Creators. The inauguration ceremony was held on the 20th, marking the official start of their activities.

The second cohort of CV Creators, who were previously active, successfully completed a total of 11 key improvement projects, including enhancements to service systems and safety management, based on their on-site activities. They also took the lead in customer satisfaction initiatives within each department, making significant contributions to Gangwon Land's achievement of Consumer-Centered Management (CCM) certification.

The newly selected third cohort of CV Creators has set "a comfortable customer experience at every moment" as their service objective. They will play the role of 'on-site problem solvers' by closely analyzing the gap between inconveniences and expectations customers experience from booking and using the resort to check-out, and by proposing practical solutions.

During their two-year term, they will carry out a variety of activities, including in-depth analysis of customer satisfaction and Voice of Customer (VOC) feedback, initiatives to improve customer perception, and conducting service manual training sessions.

Lee Ji, Head of the Customer Value Team at Gangwon Land, stated, "The third cohort of CV Creators selected this time will be at the frontline, listening to customers' voices first and driving change by identifying service improvements from the customer's perspective. I hope they will stand at the center to ensure that every moment customers spend at Gangwon Land is filled with positive experiences."

Meanwhile, as a result of its continuous advancement of customer-centered management systems, Gangwon Land became the first public enterprise under the Ministry of Trade, Industry and Energy to obtain Consumer-Centered Management (CCM) certification in 2024, and last year received the Korea Service Quality (SQ) Excellence Certification.

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