SK Telecom (017670.KS) has disclosed the operational achievements and future tasks of its Customer Trust Committee, an external advisory body launched after last year's hacking incident, as the committee marks its first anniversary.
In an interview posted on the company's newsroom on Tuesday, Ahn Wan-ki, chairman of the SK Telecom Customer Trust Committee, said, "The past year has been a process of returning to our original intent and evolving from a customer-centered perspective." He added, "The committee has served the role of conveying customers' voices to the company."
SK Telecom launched the Customer Trust Committee, composed of external experts, in the wake of last year's hacking incident to gather improvement directions from a customer perspective. The committee has been responsible for advisory activities, internal communication and listening to customer opinions. Starting this year, the committee is also expanding its role as a communication channel that explains the company's security and service direction to customers and gathers their feedback in return.
On the level of the company's customer trust recovery, Ahn said, "Various changes have continued across the security and customer protection systems, including institutional improvements, investments and organizational reinforcement." He assessed, "Ranking first for 29 consecutive years in the National Customer Satisfaction Index survey last April is an objective indicator showing that changes are also appearing in customer evaluations and responses."
He diagnosed that customer trust recovery is a task requiring continuous improvement. "These efforts must not end as a one-off," he stressed. "A system is needed in which customers' responses and requests are conveyed all the way to the top decision-maker." He added, "The inconvenience of silent customers is difficult to discover and improve. If customers let us know about the changes they have experienced, SK Telecom and the Customer Trust Committee are ready to respond to those voices."
He also highlighted the importance of the relationship between artificial intelligence (AI) and customers. "We will make sure that the human element of the customer is not neglected in the AI and AI transformation (AX) environment that SK Telecom is pursuing," Ahn said.
