Executive Leaders Summit in Finance: Strategies for Workforce Engagement

Report on the 4th Executive Leaders Summit in Finance

On April 30, 2023, Proceed Corporation hosted the 4th Executive Leaders Summit, specifically targeting senior management in the finance sector's contact center domain. This event was held at the Sustainable Growth Square Tokyo, affiliated with the Funai Research Institute.

The summit saw the participation of 37 representatives from 23 financial companies across Japan, dedicating time to share insights on practical challenges related to human capital management. Notably, the discussions were centered on enhancing customer service and improving work processes, emphasizing the need for a dual approach to workforce investment.

Theme of the 4th Summit

Theme: Human Capital Management – The Employee Experience in 2025

Schedule

Time	Session Description

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13:00-13:10	Opening Remarks and Overview of Key Points
13:10-13:50	Case Study Lecture: Current Considerations in Human Capital Management – Presented by consultants from HRForce and Funai Research Institute.
13:50-14:05	Industry Insights: Latest Research on Challenges within the Financial Sector Contact Centers, presenting potential solutions.
14:05-14:55	Group Workshop: Identifying Challenges Related to Employee Experience
14:55-15:15	Break and Networking
15:15-15:45	Management Techniques Workshop: Learning from COPC to Enhance Engagement.
15:45-16:35	Group Workshop: Developing Improvement Strategies for Identified Issues.
16:35-16:50	Research Report Presentation: Key Points for Promoting Psychological Safety through 1-on-1 Meetings.
16:50-17:00	Conclusion and Closing Remarks
17:30-19:30	Networking Dinner

Human capital management recognizes personnel as an invaluable asset, seeking to optimize their potential to foster sustainable growth and elevate corporate value. Effectively implementing this strategy requires a robust connection between business and personnel strategies, as well as improving the efficiency and effectiveness of daily operations.

At this summit, speakers from our affiliated companies — HRForce and Funai Research Institute — shared case studies highlighting the integration of HR strategy with business strategy.

During the group activities, attendees were tasked with devising actionable plans to integrate concepts discussed into their own organizations, resulting in invaluable networking and practical learning opportunities.

Themes Covered in the Lectures

Key topics from leading experts included:

- The essential elements of human capital management from the lens of recruitment and retention strategies.
- Analysis of the current state of employee engagement and its implications for the financial services sector.
- Insights into how effective leadership can foster an engaging work environment, rooted in psychological safety principles.

Participant Feedback

Feedback from attendees highlighted the summit's efficacy, with many expressing how the collaborative format facilitated meaningful exchanges concerning management challenges and offered actionable strategies tailored to their operational context. Positive remarks emphasized the clarity of the presentations and the relevance of data-backed insights shared during discussions.

Overview of the Financial CC Leaders Summit

The Financial CC Leaders Summit answers the industry's pressing challenge of balancing exceptional customer experience with cost efficiency. This requires adeptly navigating regulatory requirements while leveraging technological advancements to meet customer expectations.

Aimed at contact center managers, the summit serves as a platform for research and information exchange, featuring successful case studies from various industry leaders. Participants not only gain insights but also foster networks that can lead to new business opportunities.

The summit convenes periodically throughout the year, about every two to three months. Attendees are encouraged to join freely for their first participation, and detailed inquiries regarding future events can be directed to the organizing team.

Conclusion

Continual feedback from participants suggests that the Financial CC Leader Summit will thrive and adapt, refining future sessions to enhance value and engagement for its members.