#60 Storytelling 101: CMO of LG Electronics Shares the Key

Dec 11, 2024

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Is the commoditization of technology ruining the customer experience? Can Artificial Intelligence be characterized as “Affectionate Intelligence” if it’s designed to respect a consumer’s boundaries? Louis Giagrande, CMO of LG Electronics USA, dives into these hot topics as he discusses the challenges of maintaining brand value in a market flooded with cheap alternatives. Plus, he explains what companies can do to stand out and how LG is breaking down silos and fostering collaboration to enhance customer experience.

Key Moments:

00:00 Introduction
01:43 Human-Centered Innovation at LG
03:59 Voice of Customer Program Enhancements
06:04 Game-Changing Data Sources
07:30 Integrating Marketing and Customer Support
08:56 Challenges in Cross-Functional Collaboration
10:30 Impact of Executive Alignment
11:25 The Next Phase of LG
13:24 Customer-Centered Innovation
14:47 Proactively Providing Customer Solutions
16:10 LG’s Philosophy and Brand Story
21:37 Key to Identifying Campaign Effectiveness
24:25 Basics of Integrating Customer Feedback
26:23 The Power and Purpose of LG Nova
32:04 B2B Segment Focus Brings New Opportunity
34:29 Challenges in the Home Appliance Industry
40:36 What We Can Learn from Chewy’s Customer Service
42:45 Advice Every CX Leader Must Hear

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Mission.org is a media studio producing content alongside world-class clients.
Learn more at mission.org