#Japan #Digital Transformation #Tokyo #Dentsu Research #ServiceNow AI

Dentsu Research Institute Partners with ServiceNow Japan

On September 26, 2025, Dentsu Research Institute (DRI), headquartered in Minato, Tokyo, and led by President Hirohisa Iwamoto, announced a new partnership with ServiceNow Japan, represented by President Masatoshi Suzuki. This strategic collaboration aims to leverage combined expertise and technology to develop and deliver integrated digital transformation (DX) solutions targeted at the domestic manufacturing sector and public services, transitioning from partial optimization to comprehensive optimization.

Partnership Goals

The partnership will see DRI act as a sales agent for the ServiceNow AI Platform within Japan, facilitating wider dissemination of cutting-edge solutions that harness industry insights and advanced technology. DRI's Executive Officer and Head of Sales, Hidetaka Maejima, expressed his enthusiasm for this collaboration, noting that the integration of DRI's systems integration capabilities with ServiceNow's AI technology will significantly contribute to driving comprehensive digital transformation across various sectors, ensuring sustainable growth for both businesses and society.

ServiceNow Japan’s Executive Officer Hiroshi Watanabe highlighted the pressing challenges faced by the manufacturing sector, including the complex value chains and public sector demands for improved resident services amidst demographic shifts. The partnership is expected to accelerate the resolution of these issues while enhancing overall service quality.

Background of the Partnership

The need for digital transformation in the manufacturing sector has never been more urgent, driven by declining labor populations, the complexity of value chains, and initiatives toward carbon neutrality. Similarly, public sectors confront pressing demands for enhanced digital services and operational efficiency to address increasing demographic disparities.

Given these challenges, DRI and ServiceNow aim to provide newly integrated DX solutions tailored for the manufacturing and public sectors, moving beyond mere optimization to create holistic benefits.

Overview and Future Initiatives

Solutions for Manufacturing

Focusing on the design and engineering domains, DRI’s solutions will enhance the entire value chain, facilitating seamless connections from design to after-sales services. Through this partnership, DRI aims to optimize product design processes using AI for pre-detection of quality risks, enhancing information sharing across departments. This approach not only reduces delays in production but also aids in cost optimization by visualizing the implications of design changes.

Solutions for Public Sector

In the public sector, DRI has established itself as a pioneering partner in promoting digital transformation for municipalities through the development of the urban operating system 'CIVILIOS' and the 'minnect' series. Combining these solutions with ServiceNow’s customer management services will enhance administrative efficiency and improve the quality of resident services. The aim is to reduce the time associated with administrative procedures while providing a robust support system for residents, particularly during emergencies.

Expanding ServiceNow AI Platform in Japan

Leveraging DRI’s rich experience and successes in addressing DX challenges in various industries, the partnership will actively promote the ServiceNow AI Platform’s expansion across Japan. Specialized teams well-versed in different sectors will facilitate smooth integration of ServiceNow’s advanced AI features with existing foundational systems, ensuring a seamless progression from proofs of concept to full-scale implementation and ongoing operational improvement.

Through this partnership, DRI and ServiceNow are set to not only uplift the manufacturing and public sectors but also explore further implementations across diverse industries. They aim to introduce their integrated solutions to approximately 30 domestic companies over the next three years, continually expanding capabilities and collaboration opportunities.

Conclusion

The recent partnership between Dentsu Research Institute and ServiceNow Japan marks a significant step toward comprehensive digital transformation in Japan’s manufacturing and public sectors. Both companies aim to leverage their unique strengths in a synergistic effort that addresses current challenges while paving the way for future innovations and sustainable success. As these solutions roll out, the collaboration highlights a commitment to enhancing business resilience and empowering communities through effective digital transformation strategies.

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For more information on Dentsu Research Institute, visit Dentsu Research. For ServiceNow, check out their website at ServiceNow.