LG Uplus tops mobile sector in digital customer experience index for third consecutive year

LG Uplus said Thursday it topped the mobile telecommunications sector in the 2026 Digital Customer Experience Index, or DCXI, administered by the Korean Standards Association, marking its third consecutive year winning the award.

The DCXI measures the overall quality of customer experience across a company's digital channels for products and services. The mobile telecommunications category was introduced in 2024, and LG Uplus has ranked first every year since the category's debut.

The company attributed the recognition to improvements in digital customer experience centered on its integrated customer app U+one, which it has been evolving from a billing and consultation tool into a lifestyle platform that also offers benefits and content.

U+one has expanded its self-service features, allowing customers to handle key tasks — including bill inquiries and payments, plan changes, roaming sign-ups and membership use — on their own. LG Uplus also improved the convenience of core functions such as billing, data management and subscription confirmation by analyzing customer usage journeys.

Family telecommunications management is another highlight. Through U+one, customers can directly handle bill inquiries and payments, selective commitment plan management and lost-phone reports for their children. LG Uplus plans to extend the feature to cover parents' billing management as well.

Upgrades to AI-based services also stand out among the company's achievements. LG Uplus improved the AI search function within U+one to help customers find information more quickly, and provides personalized consultation through chatbot, callbot and AI customer support features.

Through U+one, LG Uplus is enhancing convenience across the entire telecommunications service experience while expanding personalization features that reflect customer usage patterns and a range of benefit services, continuing its transition toward a digital platform.

In the second half of this year, the company plans to upgrade its AI search into an AI agent capable of going beyond simple information retrieval to help customers complete tasks such as bill inquiries and payments. LG Uplus also plans to expand its membership movie-ticketing service and personalization-based Plus content offerings.

"Topping the DCXI for three consecutive years is the result of our ongoing efforts to enhance the convenience and enjoyment customers feel in their daily lives," said Kang Jin-wook, executive vice president and head of LG Uplus's Mobile and Digital Business Group. "Going forward, we will continue to leverage AI agents to deliver a customer experience where people can find the information they need more easily and quickly, and handle necessary tasks with ease."