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.

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.