KSA Hosts 2023 Service Future Innovation Symposium

Chairman Kang Myung-soo of Korean Standards Association delivers an opening speech at the 2023 Service Future Innovation Symposium at Lotte Hotel on July 5. (Photos: KSA)

Korean Standards Association held the 2023 Service Future Innovation Symposium at Lotte Hotel on July 5.

The forum took place as the first event of the 8th Service Week held under the theme “Service re:Boot, CX re:Design.”

Chairman Koh Jae-yoon of Korea Service Management Society and Chair of the forum, said, “The hospitality industry, a core part of contact services, is greatly affected by technology innovation, such as AI and big data, and the point of customer contact has been shifting into contact, untact and ontack methods.”

Lee Joon-haeng, head of an office at Samsung Seoul Hospital, spoke on the topic “new customer experience values for customers.”

He introduced standard care guidelines (CP) and call talks in place to improve the quality of contact care.

President Kim Bong-hee of Traum Travel Agency stressed a need for seven customer experience value success methods, such as sensibility marketing and online consulting.

Kim Hee-jin, vice president of Samsung C&T Everland, introduced innovation examples, such as a play tool appointment service and mobile food order.

Senior Executive Vice President Lee Kyung-taek of Macrobill Embrain said, “Combining consumer and receipt data through analysis of restaurant receipts may lead to integrated analysis among customers, menus and channels.”

Jung Ha-bong, director of Sofitel Ambassador Hotel, spoke of new customer experience value examples, such as tailor-made services and “private art tour” as its differentiated services.

Korea Service Management Society released two outstanding papers during the session on presenting examples. Hwang Joo-eun, a student of Kyunghee University, presented robot barista café service Skafe’s customer satisfaction, joy and impact on behavior intention.

Kim Hyo-joo, a student, spoke of inflight wine service quality’s influence on customer value and behavior intention.

KSA Chairman Kang Myung-soo said, “2020 Service Future Innovation Symposium, part of the 2023 Service Week, marking the 8th year, will upgrade quality levels of the service industry, and KSA will make continuous efforts so companies and customers can achieve shared growth through enhanced customer experience values.”

Experts present ways of promoting customer services and satisfaction at the 2023 Service Future Innovation Symposium.