AI is transforming customer experience — but are customers actually happier?
Companies are investing heavily in AI to automate support, reduce costs and improve efficiency. Yet the gap between what brands think they deliver and what customers actually experience may be getting wider.
When does AI improve CX — and when does it actually make it worse?
This panel goes beyond the AI hype to explore the hidden costs of over-automation, human-in-the-loop CX, customer trust, and where AI should — and shouldn’t — take over.
We’ll also ask what this means for the future of CX professionals: What skills will matter most when AI takes on more of the workload?
From AI backfires to lessons learned, join the conversation on how to build a customer experience that is not just more efficient — but genuinely better.
🎙️ MODERATOR:
- Daniel ORENES FERRANDEZ | CX & Conversational AI Independant Consultant
🎙️ SPEAKERS:
- Alba AMELLER | Business Transformation & Operations Consultant - Moise CONVOLBO | Senior Data, Ai & CRM Leader at Parfums Christian Dior - James MESBUR | VP of Conversational AI at Mico
📍 LOCATION | VENUE:
Minato City Industry Promotion Center Fudanotsuji Square, 11F, 5-36-4 Shiba, Minato-ku, Tokyo 108-0014, Japan Google Map
HirePlanner is an all-in-one recruiting solution for companies hiring in Japan. It offers a comprehensive suite of HR tech software, including a bilingual Applicant Tracking System (ATS), online job advertising services across multiple job sites in Japan, an agency management system, employer branding consulting, and social media and video content production services. Additionally, HirePlanner regularly organizes tech meetups, networking and career events in Tokyo to help companies connect with and attract bilingual professionals. https://www.hireplanner.com
イベントスポンサー / MAIN EVENT SPONSOR:
Trend Micro Japan Logo
Trend Micro, a global leader in cybersecurity, is working to realize a world where digital information can be safely exchanged. Our cybersecurity platform is driven by decades of security findings, international threat research, and endless innovation. It protects more than 500,000 organizations and more than 250 million individual users in various environments such as the cloud, network devices, and endpoints.
Our platform, which leads the industry in cybersecurity and cloud security for companies, realizes rapid detection and response by aggregating and visualizing information about the entire environment. In addition, it has a number of advanced and powerful threat defense technologies optimized for environments such as AWS, Microsoft, and Google.
Minato City Industry Promotion Center
Minato City Industry Promotion Center (港区立産業振興センター)
The Minato City Industry Promotion Center (港区立産業振興センター) is Minato City’s flagship innovation and business support hub, dedicated to fostering entrepreneurship, accelerating business growth, and connecting companies, talent, and community through collaboration and innovation. Located in the heart of Minato-ku, the center provides startups, entrepreneurs, and established companies with access to coworking spaces, business support services, event facilities, and collaborative programs designed to encourage innovation, cross-sector partnerships, and sustainable economic development. https://minato-sansin.com/
Tokyo Metropolitan Government
For Tokyo to foster more startups that can succeed on the global stage, it is essential to attract talent, entrepreneurs, and investment from around the world. This means creating more opportunities for people to connect and collaborate in English, helping to break down the language barrier and strengthen Tokyo’s global business and innovation community.
The Tokyo Metropolitan Government is already advancing a range of initiatives to support this goal, including SusHi Tech Tokyo, one of Asia’s largest global innovation conferences. In addition, through its Global Exchange Promotion Program, the Tokyo Metropolitan Government works with private-sector organizations to support Hireplanner's events and initiatives that bring international business professionals to Tokyo and create new opportunities for global exchange.
This Global Business Networking Program is an initiative, implemented by the Tokyo Metropolitan Government, aims to promote global exchange within Tokyo's innovation ecosystem through business events, networking sessions, and salons conducted primarily in English, fostering inclusion of global businesspersons. The program seeks to establish Tokyo as a startup hub and international financial center, encouraging participation from business professionals worldwide.
