PROGRAM

CD-3 Designing Unified Customer Experiences Across Channels

Customer touchpoints have multiplied. But have they actually led to a consistent customer experience and tangible business results? Drawing on the practices of three companies with different industries and purchasing cycles, this session explores the key decisions required to design experiences, connect them to business outcomes, and put them into action.

What roles should online and offline channels play before, during, and after a purchase? Why should they be connected, and how can brands deliver on their promise while adapting their expression to each touchpoint? When different touchpoints generate different types of data, what common metrics should be used to evaluate performance, and how can the impact of a connected customer experience be linked to brand growth? How is AI changing the way customers gather information and make choices, what should companies be working on now, and what should they aim for next? And who are the key people needed to make it happen—and how can they mobilize other departments, decision-makers, sales channels, and external partners?

In addition to success stories, the session will examine the challenges that can hinder execution. From executives and business leaders to professionals in marketing, e-commerce, retail, and CX, as well as agencies, consultants, and other specialized service providers, participants will leave with practical insights they can apply to their own or their clients’ challenges: the role of each touchpoint, metrics for

• Moderator

  

  George Moro

  HAKUHODO PRODUCT'S INC. Senior Corporate Officer Member of the Board

  HAKUHODO INC. General Manager Customer Experience Activation Division Executive Creative Director

  

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  Ryosuke Satake

  Levi Strauss Japan K.K.

  Department: Direct-to-Consumer (DTC) E-Commerce Job Title: E-Commerce Manager

  

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  Moyuru Kudo

  Nissan Motor Co., Ltd.

  Japan Sales Strategy / DX Dept.

  

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  Ayako Hirayama

  MERY, Inc.

  Director & CCO / Editor-in-Chief, MERY / Director, MERY Gen Z Research Institute