Prioritizing Quality: LG Uplus’s Vision for AI-Driven Transformation
In the rapidly evolving landscape of artificial intelligence, companies are racing to innovate and capture market share. However, amidst this frenzy, one crucial element often overlooked is the quality of service being delivered. This was the key message from LG Uplus CEO Hwang Hyeon-sik during a recent town hall meeting with employees, where he firmly stated that “service quality should be the top priority in our ongoing efforts for artificial intelligence-based corporate transformation.”
Hwang’s focus on quality underscores a significant philosophy: no matter how advanced the technology, genuine customer satisfaction cannot be achieved without a solid foundation of quality service. As AI technologies continue to advance and customer expectations escalate, the importance of maintaining high quality becomes increasingly critical. “Let’s focus on the basics to introduce AX services that customers can acknowledge and feel the changes,” he urged during the meeting, signaling a commitment to customer-centric innovation.
Since the beginning of the year, LG Uplus has been on a mission to redefine itself as a leading AX company, a term referring to AI-driven corporate transformation. Hwang’s emphasis on quality is not merely a reaction to market pressures; it’s a strategic vision that has been consistent since he took the helm in 2021. He has repeatedly highlighted that service quality is the cornerstone of creating true customer value.
In alignment with this vision, LG Uplus established a customer experience innovation center at the end of last year, aimed at enhancing service quality through dedicated initiatives. Moreover, Hwang leads monthly quality innovation sessions, meticulously tracking customer-related quality indicators to ensure the company remains focused on delivering excellence.
During the town hall, LG Uplus also showcased its upcoming call-recording service, ixi-O, scheduled to launch by the end of the year. This new service represents a significant step forward in the company’s AI capabilities. To ensure it meets customer expectations, the company has proactively opened experience venues to introduce its features to consumers, allowing for real-time feedback and adjustments before the official rollout.
In an era where AI competition is intensifying across industries, Hwang’s message serves as a powerful reminder for companies to stay grounded in their commitment to service excellence. By prioritizing quality, LG Uplus aims to not only enhance its AI offerings but to foster deeper customer relationships based on trust and satisfaction.
The integration of AI into business processes is undoubtedly transformative, but as LG Uplus demonstrates, success hinges on a balance between innovation and quality. As the telecom giant continues its journey toward becoming a leading AX company, its commitment to service quality will be pivotal in navigating the challenges and opportunities that lie ahead.
In conclusion, as the landscape of artificial intelligence continues to evolve, the voices championing quality amidst innovation will resonate louder than ever. For companies like LG Uplus, the path to success is paved not just with cutting-edge technology but with a steadfast dedication to delivering exceptional service.
