#Japan #Tokyo #Mitsui Sumitomo #DX Strategy #Financial Contact Center

Report on the 5th Financial Contact Center Executive Leader Summit

On July 9, 2023, Proseed Co., Ltd. hosted the 5th Financial Contact Center Executive Leader Summit at the Sustainability Growth Square Tokyo (Yaesu, Tokyo). This summit focused on sharing the latest topics and best practices tailored for senior management in the financial sector's contact centers.

Event Overview

The event attracted 37 participants from 23 companies within Japan's financial industry, aiming to enhance their strategies surrounding digital transformation (DX) initiatives. The primary theme of the summit was maximizing return on investment (ROI) through efficient DX strategies.

Agenda Highlights:

• - 13:00-13:10: Opening remarks and explanation of the day's agenda.
• - 13:10-13:30: Presentation on survey results by consultant Hikari Kuroda from Proseed's Customer Engagement Group.
• - 13:30-14:20: Group work session 1.
• - 14:20-14:45: Break and networking opportunity.
• - 14:45-15:35: Case study presentation by Hiroyuki Inaba from Mitsui Sumitomo Insurance, detailing their customer experience (CX) strategy in the cloud era.
• - 15:35-15:50: Q&A session.
• - 15:50-16:40: Group work session 2.
• - 16:40-16:50: Summary of the day's presentations.
• - 16:50-17:00: Closing remarks.
• - 17:30-19:30: Networking dinner.

During the summit, insights were shared on the current state and challenges of system implementation for DX initiatives, based on survey feedback from participating companies. Despite high interest in adopting DX and AI, clear goal-setting proved crucial for maximizing system implementation effectiveness.

Mitsui Sumitomo's Innovative Case Study

Hiroyuki Inaba's presentation offered a deep dive into Mitsui Sumitomo Insurance's approach to evolving their CX strategy in response to the digital transformation of the customer contact landscape. As of April 2025, the company plans to rename its Contact Center Planning Department to the Customer Communication Department to enhance customer interface capabilities through not just telephone interactions but also web and AI integrations. Specific examples of their DX initiatives included transitioning their telephone infrastructure to the cloud and consolidating their CRM systems, aiming for long-term cost reduction and service improvements.

Engaging Discussions

Group work sessions facilitated active discussions on strategies to enhance ROI from systems introduced for DX initiatives, as well as tackling challenges that arise, such as channel and system selection and effect verification metrics. Participants gained practical knowledge on implementing contact center systems and had opportunities to network with one another.

Participant Feedback

Feedback indicates that the summit provided valuable insights, particularly from Mitsui Sumitomo's case study, which served as a reference for ongoing initiatives in attendees' respective organizations. The discussions surrounding the cloud migration and anticipated merger challenges were particularly enlightening.

About the Financial CC Leader Summit

The Financial Contact Center Executive Leader Summit addresses the need for delivering exceptional customer experience while reducing operational costs under strict compliance regulations. As technology evolves rapidly, the demands on contact center operations have increased, necessitating quicker decision-making capabilities from customer service leaders in the financial sector.

The summit serves as a collaborative research and information exchange forum for executives responsible for client-facing operations in finance. By showcasing success stories through guest speakers, it facilitates efficient information gathering and practical learning. Regular interactions allow participants to build networks and forge new business opportunities.

Future Events

The next gathering, scheduled for October 2023, will continue to explore the integration of AI in education and customer interactions.

For those interested in joining or seeking additional details, initial participation in the Financial CC Leader Summit is free. Click here to contact for more information.