FKI International Management Institute to host customer experience innovation forum

The FKI International Management Institute, an affiliate of the Federation of Korean Industries, will host the "FKI Customer Experience (CX) Innovation Forum" on Aug. 26 at the FKI Tower Conference Center in Yeouido, Yeongdeungpo-gu, Seoul.

The forum was organized to help companies rethink and redesign their customer experience strategies amid rapid shifts in the business environment driven by the accelerating adoption of AI.

Academics and industry experts will present practical strategies for corporate executives and employees with an interest in CX, customer management and strategic planning.

The opening session will feature Cha Gyeong-jin, a professor at Hanyang University, speaking on "2026 CX Trends and Customer Response Strategies in the Age of AI Transformation." Cha will outline evolving CX trends and strategic direction, drawing on global case studies.

Lee Seung-o, head of marketing at Nespresso Korea, will share a framework for driving sales growth through customer journey analysis, focusing on how to convert at-risk customers into loyal ones.

Lee Cheong-jae, head of the AI Center at KB Kookmin Card, will cover AI-driven customer data analysis strategies and methods for building personalized customer experiences through AI operations.

Park Dae-sung, chief executive of Musinsa Retail Service, will present an omnichannel operations strategy for integrating online and offline touchpoints to deliver a consistent customer experience and improve purchase conversion rates.

Kang Hui-jin, head of the CX Center at Woowa Brothers, will share approaches to measuring CX return on investment and building organizational strategies capable of sustaining quality customer experiences over time.

"In practice, many companies recognize the importance of customer experience but struggle to translate it into tangible results," an FKI International Management Institute official said. "This forum will give participants — from frontline staff to senior management — concrete solutions and insights they can apply on the ground."