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Hwang Hyun-sik, CEO of LG Uplus, emphasized that "the most fundamental aspect of growing into an AI Transformation (AX) company is ultimately quality."

Hwang Hyun-sik, CEO of LG Uplus, is answering employees' questions related to the AX strategy at the town hall meeting held on the 16th. Photo by LG Uplus

According to LG Uplus on the 17th, Hwang stated this during a town hall meeting held the previous day for all employees, saying, "No matter how innovative AI technology is, if it is not supported by quality, it cannot create true customer satisfaction."

Hwang added, "As AI technology advances and customer expectations continue to rise, the importance of fundamental quality inevitably grows. Let’s focus on the basics to deliver AX services that customers recognize and can feel the change."

The theme of the town hall meeting was 'U+ Future Strategy to Accelerate AX Company.' LG Uplus has adopted the slogan 'Growth Leading AX Company (a company leading customer growth through AI transformation).'

To strengthen quality, LG Uplus consolidated subscriber-related functions scattered across various departments into a newly established Customer Experience Innovation Center (CX Center) directly under the CEO at the end of last year.

In March, they established an Integrated Control Center in Magok, Seoul, to build a system for monitoring product and service quality issues. Additionally, a 'Quality Innovation Session' is held monthly, chaired by CEO Hwang, to manage subscriber-related quality indicators.

Due to continuous network quality improvements, an overseas market research firm named LG Uplus as the 'telecom company with the fastest 5G download speed in the world.'

Last month, LG Uplus received the highest score among domestic telecom companies in the Digital Customer Experience Index (DCXI) hosted by the Korea Standards Association and was also selected as the top company in the Call Center Quality Index (KS-CQI).

Hwang also shared the development status of the voice AI agent service, ixi-O, which is targeted for release within the year. Some features of ixi-O have recently been unveiled through LG Uplus’s offline experience space 'Ilsang Bi Ilsang-ui Teum by U+' and experience zones at several universities.

Hwang said, "We must thoroughly analyze and incorporate feedback from over 8,000 people who experienced ixi-O through the experience zones. Please segment customer pain points and prioritize them to ensure quality."

Meanwhile, since his appointment in 2021, Hwang has been holding quarterly town hall meetings with employees on various themes.