NH Financial Group Chairman Lee Chan-woo: “Customer satisfaction matters more than the number of AI adoptions”

[Financial News] “AI adoption should be customer-centered, not supplier-centered. What matters is not simply how many AI applications we adopt, but how well we provide the products and services customers want.”
Financial industry sources said on the 12th that Lee Chan-woo, chairman of NH Financial Group Inc., emphasized this at the “NH Financial Group AI Transformation (AX) and Digital Transformation (DX) High-Level Council,” held at the group’s headquarters in Jung District, Seoul, on the 11th.
NH Financial Group held the meeting to review the AI implementation infrastructure it built this year and the major results of its initiatives, and to share its strategy and implementation plans for next year. Executives responsible for digital, information technology (IT), and information security from all NH Financial Group affiliates attended.
NH Financial Group plans to designate three key priorities for next year and focus on advancing them: transforming core operations with AI, strengthening competitiveness at customer touchpoints, and pursuing new digital businesses.
To this end, NH Financial Group will put its “AX/DX Acceleration Roadmap” into operation, linking assessments of each affiliate’s digital transformation maturity with target-setting and performance evaluations. The financial holding company will set strategic direction and standards and support implementation, while each affiliate will focus on advancing key priorities and delivering results.
A performance evaluation system to foster collaboration among affiliates will also be established. The group plans to spread innovation results across the organization by factoring into contribution assessments and rewards not only the efforts of affiliates that share best practices but also those of affiliates that adopt them and achieve results.
In response to a series of financial-sector security incidents involving the misuse of AI, NH Financial Group will also strengthen its group-wide information security framework. The financial holding company and its affiliates plan to expand the scope of security monitoring by jointly designing a group-wide integrated security monitoring operating model and sharing threat information in real time.
Lee urged them, “Let’s draw on each company’s strengths to deliver results in our core operations, share those experiences, and build the competitiveness of the group as a whole.”
[email protected] Seo Ji-yoon Reporter