The Federation of Korean Industries will host an innovation forum where companies including Nespresso and Musinsa share their experience in redesigning customer experience (CX). The event will feature working-level experts who will present hands-on approaches to driving sales growth using data and artificial intelligence.
The International Management Institute of the Federation of Korean Industries said on the 10th that it will hold the CX innovation forum on the 26th of this month. The forum is designed to help companies develop strategies for a shifting business environment, including the convergence of online and offline channels and the transition to AI.
CX is increasingly seen not merely as customer service (CS) but as a key driver that shapes branding and the entire purchasing decision process.
Five experts from academia and industry will speak at the event to share on-the-ground solutions. Cha Kyung-jin, a professor at Hanyang University, will open the forum with a talk titled “2026 CX Trends and Customer Strategy in the Age of AI Transformation (AX).”
Lee Seung-oh, head of marketing at Nespresso, will follow with a session on designing sales growth by using customer journey analysis to convert at-risk customers into loyal ones. Lee Chung-jae, head of the AI center at KB Kookmin Card, will address AI-driven customer data analysis and personalized CX operations. Park Dae-sung, CEO of Musinsa Retail Service, will speak on omnichannel strategies that integrate online and offline touchpoints to raise conversion rates. Kang Hee-jin, head of the CX center at Woowa Brothers, will present methods for measuring the return on investment (ROI) of CX spending and for drawing up organizational plans.
An official at the International Management Institute said companies recognize the importance of customer experience but struggle to translate it into actual results, adding that the forum will offer concrete insights for everyone from working-level staff to executives.
#CX#FKI#CustomerExperience#AI#Musinsa#Omnichannel#Personalization
Original reporting by Seo Jong-gap for Seoul Economic Daily.
AI-translated from Korean. Quotes from foreign sources are based on Korean-language reports and may not reflect exact original wording.
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