| KT Corporation: Offering New Insights in Customer Experience - Teaching Note |
| 作者姓名：Youngchan Kim; Min-Jeong Ko; Jiyoung Kim; |
| | 商品編號：8B17A020 |
| 出版日期：2017/04/20 | 內容長度：7 頁 |
Teaching note for product 9B17A020.
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| KT Corporation: Offering New Insights in Customer Experience |
| 作者姓名：Youngchan Kim; Min-Jeong Ko; Jiyoung Kim; |
| 商品類型：Case (Field) | 商品編號：9B17A020 |
| 出版日期：2017/04/20 | 內容長度：8 頁 |
In 2014, KT Corporation, one of South Korea’s leading telecommunications companies, successfully mapped each point of a customer’s interactions with the company. This was done by a team whose function was to identify customers’ pain points, known as critical quality parameters. The customers’ experiences were clustered into key areas of contact and customer satisfaction in each area was assessed, allowing quality innovation to be experience-based. .....more
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