Arsaga Partners Launches Management Transformation Support Service Based on "E2P Model" to Connect Employee and Customer Experience to Profits
Arsaga Partners has launched a new management transformation service based on its proprietary "E2P (Experience to Profit) Model." This service aims to help companies by visualizing and acting upon the link between employee experience, customer experience, and financial profits. It provides an end-to-end solution, from AI-driven data collection and integrated analysis to custom dashboards and consultant-led implementation, addressing the common challenge of turning theoretical models like the Service-Profit Chain into practical, data-driven business strategy.
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- 📰 Published: April 14, 2026 at 20:00
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Arsaga Partners Co., Ltd. (Headquarters: Shibuya-ku, Tokyo; Chairman & CTO: Yasuaki Omata; CEO: Jumpei Watanabe), a company that promotes corporate DX, has launched a management transformation support service that visualizes the relationship between employee and customer experiences and profits, providing end-to-end support through to policy implementation. This service is based on the "E2P Model (Experience to Profit Model)," which organizes the relationship between employee experience, customer experience, and business results into a practically applicable format.
Traditionally, while the "structure connecting employee satisfaction to profit" has been known in theory, it has not been easy to apply in practice. This new service implements that structure within management through AI-driven data acquisition, data science analysis, custom development for visualization, and consulting support for execution, thereby supporting a company's sustainable growth.
◾ Background of the Service Launch
The idea that employee satisfaction enhances customer satisfaction and ultimately leads to profit is widely known as the "Service-Profit Chain,"* published by the management of Sears in the Harvard Business Review in the 1990s. It remains one of the important guidelines in corporate management today.
However, in practice, there are many cases where this structure is not fully utilized. In many companies, employee data acquisition is infrequent, often limited to annual surveys, failing to capture the changes and true opinions occurring on the ground. Furthermore, this data is often managed separately from customer data and performance data such as sales and profits, making integrated analysis difficult.
Additionally, analysis often stops at identifying correlations, making it difficult to derive specific insights such as "which factors influence business results." This poses a challenge as the data cannot be fully leveraged for prioritizing measures and making decisions.
In response to these challenges, Arsaga Partners has launched this service based on the "E2P Model (Experience to Profit Model)." This model aims to implement in management what the traditional Service-Profit Chain could not fully achieve: capturing employee experience, customer experience, business performance, and profit as an integrated whole, from acquisition and analysis to utilization.
*Source: Anthony J. Rucci, Steven P. Kirn, and Richard T. Quinn (1998) "The Employee-Customer-Profit Chain at Sears," Harvard Business Review.
◾ What is the E2P Model (Experience to Profit Model)?
The E2P Model (Experience to Profit Model) is a management model that visualizes the structure where experience generates profit by integrally capturing Employee Experience, Customer Experience, Store/Business Performance, and Profit.
In this model, employee and customer experiences are not treated as individual metrics but are understood comprehensively, including their connection to business results. This structurally visualizes which experiences affect sales and profits, enabling its use in management decisions and the formulation of improvement measures.
Furthermore, the E2P Model is not limited to visualization; its distinctive feature is that it is an "implemented management model" premised on an end-to-end connection from AI-driven data acquisition, data science analysis, visualization, to policy execution through consulting. By continuously running the cycle of data acquisition, analysis, policy planning, execution, and re-measurement, and optimizing it for each company, the mechanism for converting experience into profit is embedded within management, supporting sustainable corporate transformation.
◾ Service Content
Based on the E2P Model, this service provides the following four components:
1. Employee Data Acquisition via "Interview AI"
Interview AI is a solution that continuously acquires 1-on-1 information and daily condition changes through dialogue with employees. Its feature is the ability to collect employee voices more frequently and at a lower cost, rather than relying on periodic surveys or person-dependent interviews.
This makes it easier to grasp the true opinions and signs of change on the ground that were difficult to capture with conventional methods, leading to the early detection of issues like motivation decline or signs of harassment. The Interview AI can also be introduced as a standalone solution for purposes such as business process improvement, risk detection, and engagement enhancement.
The Interview AI utilizes a patented dialogue technology (Patent No. 7763553) that enhances psychological safety and encourages honest feedback through casual conversation with the AI. By having the AI conduct continuous dialogue based on previous conversations, it becomes easier to elicit employee voices that were difficult to capture with traditional questionnaires or formulaic hearings.
Furthermore, in a joint development with Toridoll Holdings, Arsaga Partners is operating a new system at Marugame Seimen stores from December 2025. This system integrates and analyzes employee and customer data, with an AI automatically generating improvement actions for store managers. Through such initiatives, the company is verifying the feasibility of implementing a mechanism to connect experiential value to business results, even in the retail business.
▼ Reference Press Releases
・Arsaga Partners Obtains Patent for Dialogue Technology that Elicits Employee's True Feelings through "Casual Chat" with AI
・Arsaga Partners and Toridoll HD Jointly Develop Japan's First* AI Recommendation Function Connecting Employee and Customer Emotions. Operation at Marugame Seimen to Begin in December 2025
・Arsaga Partners Officially Releases Packaged "Interview AI" that Turns Employee's True Feelings into Profit
2. Integrated Analysis by Data Science
In addition to the acquired employee experience data, customer experience data and performance data such as sales and profits are integrated and analyzed using data science methods. This makes it possible to structurally grasp "which experience affects profit," going beyond mere correlation analysis.
The analysis results clarify the relationship between changes occurring on the ground and management indicators, and can be used for designing and prioritizing improvement measures.
3. Visualization through Custom Development
To translate analysis results into a form that can be used in management and on the front lines, we also support custom development, including dashboards. Arsaga Partners has a system that allows for flexible development tailored to each company's issues and business flows, providing a visualization environment that is easy for both front-line staff and management to use.
This ensures that data is utilized in a way that leads to actual decision-making, from understanding the situation on the ground to making management judgments.
4. Policy Execution Support by Consultants
Based on the visualized analysis results, consultants and customer success teams will accompany the process from policy planning to execution. By providing support from both short-term corrective measures and medium- to long-term reproducible measures, we realize continuous improvement activities that do not end with one-off analysis or reporting.
By continuing to run the cycle of data acquisition, analysis, policy planning, execution, and re-measurement, we aim to build an operational system optimized for each company and establish it as a mechanism that sustainably generates profit.
◾ Recommended for Companies Like These
This service is suitable for companies that recognize the importance of employee and customer experience but have not been able to connect them to business results. It is expected to be particularly useful for companies with the following challenges:
- Not sufficiently acquiring employee or customer voices, and failing to grasp the actual situation and changes on the ground.
- Relying on periodic surveys or person-dependent interviews, with limitations on the granularity and frequency of information that can be obtained, and failing to grasp true opinions, condition changes, and risk signs in a timely manner.
- Employee experience, customer experience, and performance data are fragmented, and the relationship with business results cannot be structurally understood.
- Data is not visualized in a way that leads to decision-making and on-site actions.
- Dashboards and reports may exist, but they are not in a format that is easy for both management and the front line to use, and do not provide insights on "what to do."
- The execution of measures and verification of their effects are disconnected, and the improvement cycle is not continuously running.
- Even when measures are executed, they do not lead to re-measurement or improvement, remaining as one-off initiatives.
◾ Comment from Business Manager Kato (Head of New Business Office)
"In facing various challenges in the field and management of companies, we have strongly felt the significant impact that employee and customer experiences have on business results. However, the reality is that the mechanism for acquiring, analyzing, and translating them into management decisions and concrete measures is not yet sufficiently established.
The E2P Model is a management model for bridging this divide and connecting experiential value to continuous profit. While the Interview AI can be used on its own for business improvement, risk detection, and engagement enhancement, we believe that by integrally capturing employee experience, customer experience, and business results, and providing end-to-end support for implementation and operation, we can lead to management-level transformation that goes beyond on-site improvements.
Arsaga Partners will contribute to sustainable corporate transformation by not just providing tools or analysis support, but by supporting companies until they can continue to run this mechanism within their actual business operations."
Traditionally, while the "structure connecting employee satisfaction to profit" has been known in theory, it has not been easy to apply in practice. This new service implements that structure within management through AI-driven data acquisition, data science analysis, custom development for visualization, and consulting support for execution, thereby supporting a company's sustainable growth.
◾ Background of the Service Launch
The idea that employee satisfaction enhances customer satisfaction and ultimately leads to profit is widely known as the "Service-Profit Chain,"* published by the management of Sears in the Harvard Business Review in the 1990s. It remains one of the important guidelines in corporate management today.
However, in practice, there are many cases where this structure is not fully utilized. In many companies, employee data acquisition is infrequent, often limited to annual surveys, failing to capture the changes and true opinions occurring on the ground. Furthermore, this data is often managed separately from customer data and performance data such as sales and profits, making integrated analysis difficult.
Additionally, analysis often stops at identifying correlations, making it difficult to derive specific insights such as "which factors influence business results." This poses a challenge as the data cannot be fully leveraged for prioritizing measures and making decisions.
In response to these challenges, Arsaga Partners has launched this service based on the "E2P Model (Experience to Profit Model)." This model aims to implement in management what the traditional Service-Profit Chain could not fully achieve: capturing employee experience, customer experience, business performance, and profit as an integrated whole, from acquisition and analysis to utilization.
*Source: Anthony J. Rucci, Steven P. Kirn, and Richard T. Quinn (1998) "The Employee-Customer-Profit Chain at Sears," Harvard Business Review.
◾ What is the E2P Model (Experience to Profit Model)?
The E2P Model (Experience to Profit Model) is a management model that visualizes the structure where experience generates profit by integrally capturing Employee Experience, Customer Experience, Store/Business Performance, and Profit.
In this model, employee and customer experiences are not treated as individual metrics but are understood comprehensively, including their connection to business results. This structurally visualizes which experiences affect sales and profits, enabling its use in management decisions and the formulation of improvement measures.
Furthermore, the E2P Model is not limited to visualization; its distinctive feature is that it is an "implemented management model" premised on an end-to-end connection from AI-driven data acquisition, data science analysis, visualization, to policy execution through consulting. By continuously running the cycle of data acquisition, analysis, policy planning, execution, and re-measurement, and optimizing it for each company, the mechanism for converting experience into profit is embedded within management, supporting sustainable corporate transformation.
◾ Service Content
Based on the E2P Model, this service provides the following four components:
1. Employee Data Acquisition via "Interview AI"
Interview AI is a solution that continuously acquires 1-on-1 information and daily condition changes through dialogue with employees. Its feature is the ability to collect employee voices more frequently and at a lower cost, rather than relying on periodic surveys or person-dependent interviews.
This makes it easier to grasp the true opinions and signs of change on the ground that were difficult to capture with conventional methods, leading to the early detection of issues like motivation decline or signs of harassment. The Interview AI can also be introduced as a standalone solution for purposes such as business process improvement, risk detection, and engagement enhancement.
The Interview AI utilizes a patented dialogue technology (Patent No. 7763553) that enhances psychological safety and encourages honest feedback through casual conversation with the AI. By having the AI conduct continuous dialogue based on previous conversations, it becomes easier to elicit employee voices that were difficult to capture with traditional questionnaires or formulaic hearings.
Furthermore, in a joint development with Toridoll Holdings, Arsaga Partners is operating a new system at Marugame Seimen stores from December 2025. This system integrates and analyzes employee and customer data, with an AI automatically generating improvement actions for store managers. Through such initiatives, the company is verifying the feasibility of implementing a mechanism to connect experiential value to business results, even in the retail business.
▼ Reference Press Releases
・Arsaga Partners Obtains Patent for Dialogue Technology that Elicits Employee's True Feelings through "Casual Chat" with AI
・Arsaga Partners and Toridoll HD Jointly Develop Japan's First* AI Recommendation Function Connecting Employee and Customer Emotions. Operation at Marugame Seimen to Begin in December 2025
・Arsaga Partners Officially Releases Packaged "Interview AI" that Turns Employee's True Feelings into Profit
2. Integrated Analysis by Data Science
In addition to the acquired employee experience data, customer experience data and performance data such as sales and profits are integrated and analyzed using data science methods. This makes it possible to structurally grasp "which experience affects profit," going beyond mere correlation analysis.
The analysis results clarify the relationship between changes occurring on the ground and management indicators, and can be used for designing and prioritizing improvement measures.
3. Visualization through Custom Development
To translate analysis results into a form that can be used in management and on the front lines, we also support custom development, including dashboards. Arsaga Partners has a system that allows for flexible development tailored to each company's issues and business flows, providing a visualization environment that is easy for both front-line staff and management to use.
This ensures that data is utilized in a way that leads to actual decision-making, from understanding the situation on the ground to making management judgments.
4. Policy Execution Support by Consultants
Based on the visualized analysis results, consultants and customer success teams will accompany the process from policy planning to execution. By providing support from both short-term corrective measures and medium- to long-term reproducible measures, we realize continuous improvement activities that do not end with one-off analysis or reporting.
By continuing to run the cycle of data acquisition, analysis, policy planning, execution, and re-measurement, we aim to build an operational system optimized for each company and establish it as a mechanism that sustainably generates profit.
◾ Recommended for Companies Like These
This service is suitable for companies that recognize the importance of employee and customer experience but have not been able to connect them to business results. It is expected to be particularly useful for companies with the following challenges:
- Not sufficiently acquiring employee or customer voices, and failing to grasp the actual situation and changes on the ground.
- Relying on periodic surveys or person-dependent interviews, with limitations on the granularity and frequency of information that can be obtained, and failing to grasp true opinions, condition changes, and risk signs in a timely manner.
- Employee experience, customer experience, and performance data are fragmented, and the relationship with business results cannot be structurally understood.
- Data is not visualized in a way that leads to decision-making and on-site actions.
- Dashboards and reports may exist, but they are not in a format that is easy for both management and the front line to use, and do not provide insights on "what to do."
- The execution of measures and verification of their effects are disconnected, and the improvement cycle is not continuously running.
- Even when measures are executed, they do not lead to re-measurement or improvement, remaining as one-off initiatives.
◾ Comment from Business Manager Kato (Head of New Business Office)
"In facing various challenges in the field and management of companies, we have strongly felt the significant impact that employee and customer experiences have on business results. However, the reality is that the mechanism for acquiring, analyzing, and translating them into management decisions and concrete measures is not yet sufficiently established.
The E2P Model is a management model for bridging this divide and connecting experiential value to continuous profit. While the Interview AI can be used on its own for business improvement, risk detection, and engagement enhancement, we believe that by integrally capturing employee experience, customer experience, and business results, and providing end-to-end support for implementation and operation, we can lead to management-level transformation that goes beyond on-site improvements.
Arsaga Partners will contribute to sustainable corporate transformation by not just providing tools or analysis support, but by supporting companies until they can continue to run this mechanism within their actual business operations."