#Japan #Tokyo #Digital Engagement #CX Innovation #Livepass

Livepass: Leading the Charge in Digital Customer Experience

Livepass Inc., a pioneering company in personalized technology, made headlines at the prestigious Marketing Agenda Tokyo 2025 event held on November 26-27. The CEO, Akihiro Nakamura, took the stage to present groundbreaking advancements in digital customer engagement and revealed the next-generation product strategy 'Livepass NEXT'. This conference is recognized as Japan's premier invite-only marketing gathering, bringing together top marketers from both international and domestic brands to discuss the latest trends and innovations in marketing.

Transforming Customer Experience (CX)

During his keynote speech, Nakamura emphasized the importance of redefining customer experience through personalized technology. He discussed how 'customer-facing digital transformation' is crucial for updating customer interactions. Livepass aims to shift the focus from company-centric efficiency to delivering essential value to customers, highlighting numerous case studies, including implementations with NTT Docomo and Mitsubishi UFJ Bank. These examples illustrated the new possibilities that digital engagement can offer in transforming CX.

Key Highlights from the Presentation

One of the critical elements discussed was the integrated model known as the Livepass AI Agent. This model significantly leverages technology to upgrade the customer experience in various sectors, including telecom, finance, and insurance. Here are two major solutions introduced during the session:

1. Livepass Catch: Personalized Video Solution

The Livepass Catch is the foundation of the Livepass AI Agent. Using patented technology, it generates customized videos in real time while ensuring safe handling of personal data. These videos offer interactive features, allowing customer engagement in new ways by redefining video as a channel of service.

This solution has seen successful deployment across several fields, effectively reaching customer demographics that were previously challenging to engage.

2. Livepass QA: FAQ Matching Solution

Launched on July 31, 2025, the Livepass QA combines generative AI with human expertise. This solution resolves ambiguous inquiries by enabling the AI to pose clarifying questions, ensuring a precise understanding of user intent. Set to be commercially released with NTT Docomo in November 2025, it is expected to enhance self-service rates, streamline inquiry handling, and boost customer satisfaction.

Looking Ahead: Next Steps for Livepass

As Livepass moves forward, it plans to further integrate personalized video technology, generative AI, and human knowledge to enhance digital customer engagement solutions. They aim to provide a comprehensive solution with four engagement channels and a single analytical foundation by 2026, ultimately redefining CX to focus on 'essential service'. With the goal of achieving a cohesive platform for human-like digital engagement, Livepass is set to transform how businesses interact with their clients.

About the Speaker: Akihiro Nakamura

Akihiro Nakamura has journeyed through various roles, starting his career with Hakuhodo in 2001, focusing on prominent automotive accounts and telecoms. Following significant growth in business development and SaaS marketing roles, he became the CEO of Livepass in April 2024. His insights and leadership are instrumental in steering Livepass towards groundbreaking innovations in marketing and customer experience.

Livepass Company Overview

Company Name: Livepass Inc.
CEO: Akihiro Nakamura
Established: December 2013
Headquarters: Ark Hills South Tower, 1-4-5 Roppongi, Minato-ku, Tokyo
Business Focus: Development of marketing services, data analysis, and consulting
Corporate Website: Livepass Website

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