On October 16th, LG Uplus held a town hall meeting titled “Man.Na.Gong: A Time to Meet, Share, and Empathize” to discuss its strategy for accelerating the transformation into an “AX Company” with all employees. The session, focused on “U+ Future Strategy for Accelerating AX Company,” was led by CEO Hwang Hyun-sik, who emphasized the fundamental importance of quality in achieving recognition as an AX Company.
Hwang stated that no innovative AI technology can achieve true customer satisfaction without a foundation of quality. He urged the organization to focus on providing AX services that both meet and drive customer change, underlining the growing importance of quality in response to advancements in AI technology and rising customer expectations.
Hwang’s message serves as a reminder not to lose sight of essential customer values amidst the intense competition in AI technology. Since taking office, Hwang has consistently emphasized quality as fundamental to creating customer value. He established the Customer Experience Innovation Center (CX Center) directly under the CEO to consolidate customer-related functions. Additionally, he created a unified control center in Seoul’s Magok area to oversee product and service quality issues comprehensively. Monthly “Quality Innovation Sessions” are held under his leadership to manage quality indicators related to customers.
LG Uplus has reported that this commitment to quality management is yielding results. By consistently improving network quality, a core aspect of telecommunications, an international market research organization recently recognized LG Uplus for having the fastest 5G download speed globally. Furthermore, LG Uplus received the highest score among domestic telecom companies in the Digital Customer Experience Index (DCXI) conducted by the Korean Standards Association and was also recognized as the top company in the Call Center Quality Index (KS-CQI).
During the town hall meeting, LG Uplus shared updates and stories about the development of ixi-O, an AI agent service for phone calls scheduled for release soon. The company is focusing on developing ixi-O for its planned launch this year. Recently, LG Uplus set up experience zones at offline spaces like “Everyday & Unusual By U+” and some universities to showcase some functions to customers.
Hwang stressed the importance of thoroughly analyzing the feedback from about 8,000 customers who experienced ixi-O in these zones and incorporating it into the service. He asked employees to identify customer pain points, prioritize them, and focus on ensuring quality.
Since his appointment, Hwang has actively engaged in communication with employees, organizing the “Man.Na.Gong” town hall meetings every quarter since early 2021 to discuss specialized topics with staff.