Speaker Bio

Kensuke Kawabe

Kensuke Kawabe

Sr Director Analyst
Kensuke Kawabe is a Senior Director, Analyst with Gartner Research and Advisory in Japan. Mr. Kawabe focuses on customer relationship management and customer experience management, mainly for Japanese clients. As a region-specific analyst, he represents all areas relating to CRM and customer experience management, including marketing, sales, customer support and digital commerce.
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Friday, 17 June, 2022 / 02:10 PM - 02:40 PM JST
Go Beyond CX to Win Success for Growth

By now, many Japanese companies are working on improving CX to be competitive for growth, but some superficial approach is not enough. You should effectively improve and generate every kind of “experiences” that happen between customers and employees by comprehensively surveying them and leveraging recent digital technologies. In this session, we will introduce the methods and best practices, and then suggest how to put them into practice.

Friday, 17 June, 2022 / 03:30 PM - 04:15 PM JST
Roundtable: Mitsukoshi Isetan's Digital Strategy for Business Growth

We will discuss Mitsukoshi Isetan's actual achievements for their superior customer experience through digital technology with Mr. Suzuki, the speaker of the case study session prior to this AUR. Attendees are expected to talk about their own thoughts and experiences. They can also ask questions to him.

Join us to hear from Gartner experts and thought leaders.