PROGRAM

DT-4 Personalization vs. Delight: Finding the Balance

While algorithm-driven optimization provides an efficient experience, it also carries the risk of undermining serendipitous encounters and a sense of excitement. To truly enhance the customer experience, both optimization and enjoyment are essential.

In this session, we will discuss the optimal balance between algorithms and serendipity, as well as the new possibilities for personalization that can be achieved through the coexistence and collaboration of humans and AI. We will explore how to combine AI’s strengths in data processing and optimization with the intuition and storytelling abilities unique to humans to enhance the value of future experiences.

Drawing on real-world initiatives—both current and future—from the perspectives of both business support firms and operating companies, we will present a vision for the future of customer experience co-created by humans and AI.

• Moderator

  

  Yusuke Aizawa

  CyberAgent, Inc.

  DX Direct Business Center　General manager

  

• 

  Taito Ishizuka

  LIFULL Co., Ltd.

  HR Solution Development

  

• 

  Takaaki Hasegawa

  FANCL CORPORATION

  Information Technology Division, Information Systems Department Manager

  

• 

  Akane Endo

  GiXo Ltd.

  Manager, New Business Development Office and BE Division