LG Uplus ranks first in the DCXI mobile communications category for three consecutive years

[Financial News] LG Uplus ranked first in the mobile communications category of the 2026 Digital Customer Experience Index (DCXI), organized by the Korean Standards Association (KSA). The company has won the top spot for three consecutive years, reflecting its continued efforts to improve inconveniences in digital channel use and its achievements in customer experience innovation.
According to industry sources on the 27th, the Digital Customer Experience Index measures the overall quality of customers' experiences when using products and services through a company's digital channels. The mobile communications category was evaluated for the first time in 2024, and LG Uplus has ranked first every year since the initial assessment.
LG Uplus is focusing on innovating customer digital experiences, including billing inquiries and consultations, through its U+ One platform.
On U+ One, the company has expanded self-service functions so customers can handle key services themselves, including billing inquiries and payments, plan changes, roaming sign-ups, and membership benefits. It has also improved usability for core features such as billing inquiries and payments, data management, and subscription service checks by analyzing the customer journey.
A representative example is the management of family telecom services. Customers can use the U+ One app to handle tasks such as billing inquiries and payments for their children, selective contract management, and loss reports. The company also plans to add a feature for managing parents' bills in the future.
As use of the 'Plus' service, which offers content and benefits, has expanded, customers are also spending more varied time on the U+ One app.
LG Uplus is also advancing its AI search function within U+ One so customers can find the information they want more easily and quickly. By using chatbot, callbot, and AI consultation support features, the company is responding to customer inquiries more swiftly and providing personalized consultation services.
In the second half of this year, LG Uplus plans to upgrade AI search into an agent-based service, moving beyond simple information delivery to help customers solve problems such as billing inquiries and payments. It will also expand movie ticket booking services for memberships that can be used directly in the U+ One app, as well as personalized Plus content.
Kang Jin-wook, head of LG Uplus's Mobile and Digital Business Group, said, "Winning first place in the DCXI for three consecutive years is the result of our continued efforts to enhance the convenience and enjoyment customers feel in their daily lives." He added, "We will continue to use AI agents to provide a customer experience that makes it easier and faster for customers to find the information they want and handle the tasks they need."
[email protected] Jang Min-kwon Reporter