CUSTOMER SUCCESS A leader in better service Hwang Chang-gyu, CEO of KT, showcased Korea’s first smartphone while leading the transition to the mobile era, and he has helped bring innovation into every area of customer communication. In 2014, KT transformed its customer service center to an all-IP environment, making it Korea’s largest IPCC (IP Contact Center) facility. As a result, KT can maximize the quality and cost-effectiveness of the service experience for its customers. The makeover also enabled faster and more convenient communication for all contact channels such as voice calls, e-mails, texts, mobile, and social media. Costs have been reduced by integrating telephone and data networks through IPCC, and more importantly, service, a key driver of business success, has bee

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