#Japan #Tokyo #Customer Service #AI Conference #TMJ

TMJ to Showcase AI Innovations at the AI & DX Leaders' Conference 2026

The group company of Secom, TMJ, which specializes in the development and operation of contact centers and back-office processing, is set to take part in the highly anticipated AI & DX Leaders' Conference 2026. Slated for September 11, 2026, in Tokyo, this event will feature a session titled "Efficiency and Empathy: The Co-Creation of AI and Humans."

In this session, TMJ will draw on its previous webinar from August 2026 on the same theme. They will dive into their initiatives surrounding customer service in car sharing, discussing perspectives from both the contracting company and the operational partner. A special guest will join, Yuya Endo, Group Leader of the Quality Management Group at Mitsui Real Estate Realty’s Sharing Business Headquarters, for a dialogue exploring the current landscape of AI utilization in customer interactions.

Session Overview

With advancements in generative AI technology, numerous companies have begun to actively incorporate AI into their customer service processes. However, a notable trend has emerged where companies adopt tools without effectively integrating them into enhancing customer experiences or transforming business operations. The key to successfully utilizing AI in customer interactions lies not just in selecting tools or mastering prompt implementations, but in discerning which tasks AI should handle and which should remain human-centric.

The discussed session will address the differences between AI that transforms customer service and AI that merely adds tools without significant impact. Leveraging TMJ's extensive expertise in Business Process Reengineering (BPR), the discussion will clarify the mindset necessary for successful AI adoption.

Furthermore, the session will engage Yuya Endo, exploring what is prioritized when managing customer service quality and how AI and human roles are envisioned in improving customer experience at the frontlines.

The aim is to prevent AI from being relegated to a mere efficiency tool, but rather to bridge it as a solution that enhances customer experience alongside business transformation.

Event Details

• - Event Name: AI & DX Leaders' Conference 2026
• - Session Title: Efficiency and Empathy: The Co-Creation of AI and Humans
• - Date: September 11, 2026, at 15:00
• - Venue: Otemachi Place Hall & Conference, 2nd Floor
• - Participation: Free (pre-registration required)
• - Organizer: Sankei Shimbun
• - Support: General Incorporated Association for Promoting AI Utilization (GUGA)
• - Registration Link: Register Here

Speaker Profiles

Yuya Endo, Group Leader

Mitsui Real Estate Realty, Sharing Business Headquarters, Quality Management Group
Endo oversees quality management tasks pertaining to customer touchpoints via contact centers. His work focuses on enhancing customer experience value while maintaining operational quality in conjunction with utilizing various solutions driven by VOC and VOE data.

Takuya Yoshida, Contact Center Manager

TMJ, Eastern Japan Business Headquarters, 2nd Business Department, 3rd Center
Yoshida leads the management of an operations center where numerous new projects are consistently launched. He has extensive experience in building operations for large-scale and complex customer interaction tasks and excels in breaking down and redesigning business processes from an Industrial Engineering perspective, promoting hybrid operations that integrate AI and human involvement.

About TMJ

Founded in 1992, TMJ started as an independent spinoff from Fukutake Publishing (now Benesse Corporation). Leveraging its unique expertise gained from managing a membership-based continuous business model, TMJ provides a range of services including designing and operating call centers, conducting surveys and analyses, workforce dispatch, and talent development for a diverse clientele. In 2017, TMJ became a wholly-owned subsidiary of Secom Co., Ltd., allowing it to utilize a strong and secure group network to support client business success.

All information in this press release is as of the date of announcement and is subject to change without prior notice.