[New Year's Message] LGU+ Hong Beom-sik "Let's Prioritize Customers and Grow Together"

January 2nd New Year's Address by Hong Beomsik, President of LG Uplus
Emphasizing Customer Value... "Must Have Differentiated Competitiveness"

Hong Beom-sik, President of LG Uplus, conveyed in his New Year's address that the company will prioritize customers as its highest value and move forward as a 'Growth Leading AX Company' (a company growing together with customers through AI transformation).

Hong Beomsik, President of LG Uplus / Photo by LG Uplus

According to LG Uplus on the 2nd, President Hong stated in his New Year's message sent via email to employees, "The core value embedded in LG Uplus moving forward as a 'Growth Leading AX Company' is 'creating a bright world through customer delight.'"

President Hong explained, "If people-centered values that can impress customers are found and well delivered, satisfied customers will become advocates themselves, which raises our value and creates a virtuous cycle that adds more value back to customers." He added, "When this virtuous cycle strengthens, a 'brighter world' where customers, partners, and members all become happy will eventually come."

He then emphasized four elements to realize customer delight. First, he said customer hyper-focus must be used to create customer value. President Hong stated, "If we fully immerse and concentrate on customers, we can proactively understand customer demands and market changes," adding, "It is important to deeply understand segmented customers and closely examine the customer experience journey by segment."

He continued, "Beyond improving customers' pain points, we must discover points that will make customers say 'wow' (be amazed)," and added, "To do this, we need to raise our perspective to the customer's level and have differentiated competitiveness that surpasses what others do."

Second, he said structural competitiveness must be secured through building an AX ecosystem. President Hong said, "As AI technology spreads, it has become important to provide hyper-personalized value throughout the entire customer experience journey," and explained, "To quickly secure competitiveness, we must form an ecosystem with various partners such as companies possessing AI technology and platform companies that understand the value of customer experience well, creating a structure that establishes exclusive entry barriers competitors cannot overcome."

The third point emphasized was selection and concentration based on data and metrics and gradual development through this. President Hong suggested, "We should select all business and work purposes that have a large customer delight effect relative to effort and focus resource input accordingly," adding, "We hope to verify effectiveness through data and metrics and directly experience and feel our progress."

Lastly, he said the basics of quality, information security, and safety must be established. He elaborated, "Beyond the awareness of preventing accidents, we must raise the standards of perceived quality and experiential quality from the customer's perspective and definitely strengthen the basics."

President Hong stressed that to systematically equip these four elements, a 'system that can repeatedly succeed' must be built. He said, "If we gather the entire company's passion and will to create small successes one by one, we will all become the protagonists of a bright future."