Japan IT Association Holds 29th Customer Support Symposium in Tokyo

The Enterprise Information Technology Association (IT Association) hosted the 29th Customer Support Symposium on 10‑11 September 2026 at the Tokyo Prince Hotel, with a hybrid format that included live Zoom streaming. The event’s theme was “Creating Customer Value through Customer Support,” and it featured a keynote by Yūji Akasaka, Chairman of Japan Airlines, who spoke about the role of corporate culture and human effort in hospitality and safety. A second keynote was delivered by Junji Hayata of Elecom, focusing on AI‑driven CX and VoC strategies.

Award‑winning companies presented case studies on emerging technologies and operational reforms. Winners included Sysmex, Misumi Group, Uber Japan, NTT East Japan Service, Nexcella Pharma, and WOWOW Communications, highlighting applications of generative AI, CX improvement, and talent development. A special session explored the future of contact centres, covering DX guidelines and VoC‑driven value creation. An additional “Next‑Generation Contact‑Centre Strategy” session was offered free online, with archived recordings available from 11 September to 2 October.

The symposium aimed to equip participants with practical insights for evolving customer‑support functions into strategic, value‑creating units within their organisations.