livepass Takes the Stage at "Direct Agenda 2026" to Propose "Hospitality-Style CRM" with Personalization Technology
livepass Inc. presented its unique "hospitality-style CRM" at the "Direct Agenda 2026" marketing conference, showcasing how its personalized video technology can foster high-LTV customers. The company highlighted the challenges of fragmented CRM efforts and proposed a solution that combines human warmth with digital efficiency. A case study in automotive sales demonstrated significant ROI, reactivating dormant customers and generating new car contracts.
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- 📰 Published: April 9, 2026 at 21:00
- 🔍 Collected: April 9, 2026 at 12:30
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livepass Inc. (Headquarters: Minato-ku, Tokyo; CEO: Akihiro Nakamura; hereinafter "livepass") took the stage at "Direct Agenda 2026," a marketing conference held in Kumamoto from March 17-19, 2026. livepass presented on the realization of "hospitality-style CRM" utilizing livepass's unique personalization technology, and the "effectiveness of hospitality-style CRM in fostering high-LTV customers," sharing concrete results.
◾️ Session Overview
"Mismatches in Customer Experience Design" Occurring in CRM Operations
In recent years, in direct businesses such as mail-order, rising customer acquisition costs have shifted management challenges from "how to acquire customers" to "how to nurture customers and maximize LTV." However, actual customer touchpoints are fragmented across email, LINE, web, and call centers, often functioning insufficiently as "customer service" due to information provision being limited to the company's convenience.
In this situation, current CRM measures are broadly divided into two types: "human approach" by sales staff and call centers, and "digital approach" such as email and direct mail.
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Human Approach: Can be expected to have a certain effect, but involves enormous time and cost.
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Digital Approach: Inexpensive and efficient, but notification content becomes junk and goes unnoticed by anyone.
As a result, "unanswered calls" and "unopened notifications" have become commonplace, leading to the challenge of a diluted relationship with customers.
To address these mismatches in CRM operations, livepass utilizes its unique interactive personalization technology based on video to achieve "hospitality-style CRM," which changes communication while understanding each customer's comprehension, interest, and signs of disengagement.
By optimizing the content and sequence of communication according to the customer's status, it achieves both "human warmth and clarity" and "digital efficiency," enabling "human-centric hospitality DX," which was difficult to realize with conventional mass-distribution CRM. As a result, it allows for improvements in retention rate, upsell rate, and response rate.
[Case Study] 8 New Car Contracts Generated from 1,600 Dormant Customers
In the automotive sales sector, an approach utilizing digital hospitality was implemented for dormant customers (approximately 1,600 individuals) with whom contact had previously been lost.
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Real-time acquisition of customer "interest" intentions through video viewing.
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Targeted follow-ups conducted exclusively for highly prospective customers.
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Result: 8 new car contracts generated (1 month after delivery).
Successfully reactivated dormant customers who were previously difficult to approach, achieving an extremely high ROI compared to conventional sales methods centered on phone calls and visits.
◾️ Future Developments
livepass announced its next product strategy in July 2025, outlining its policy to drive CX and EX transformation for companies as a "Digital Hospitality Company."
Going forward, we will continue to advance our digital hospitality solutions, centered on our cultivated personalized video technology. We will also support the creation of more essential customer experiences by integrating the strengths of both human approaches and digital measures, utilizing generative AI.
◾️ Speaker
Akihiro Nakamura
Representative Director CEO
Joined Hakuhodo Inc. in 2001. After engaging in domestic and international advertising work as an account producer for a major automotive manufacturer, he was in charge of a major telecommunications carrier. In 2013, he was seconded to the same carrier, where he promoted strategy formulation and new service planning in the smart life domain. After returning to Hakuhodo, he oversaw accounts as a sales department manager, achieving significant business expansion. From 2020 onwards, he was responsible for business development and growth marketing of SaaS products at a venture company. He joined livepass in 2022 and was appointed Representative Director CEO in April 2024.
◾️ About Direct Agenda 2026
An invitation-only marketing conference where top marketers involved in direct sales and mail-order businesses gather from Japan and abroad. In addition to sharing successful case studies and practical know-how in direct marketing, discussions are held on cross-industry issues. It is positioned as a venue where participants gain hints for new strategies and perspectives, and enhance their practical skills through high-level conferences and networking.
Official Website: https://directagenda.jp/
◾️ Personalized Video Solution "livepass Catch"
A foundational solution for livepass's digital hospitality.
With patented technology, it is possible to:
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Handle personal information safely.
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Generate videos optimized for each individual customer.
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In real-time.
The videos are interactive, allowing for "touching" and "input," thereby realizing a new customer experience that redefines video as a "hospitality channel," moving beyond conventional one-way information provision.
It has been introduced in various fields such as telecommunications, finance, and insurance, demonstrating effectiveness in a wide range of situations, including price plan guidance and non-face-to-face sales. It also expands reach to customer segments that were traditionally difficult to approach.
https://www.livepass.jp/pmovie
◾️ Company Profile
Company Name: livepass Inc.
Representative Director CEO: Akihiro Nakamura
Established: December 2013
Headquarters: Ark Hills South Tower 16F, 1-4-5 Roppongi, Minato-ku, Tokyo
Business Activities: Development and provision of marketing services, data analysis/consulting
Corporate Website: https://www.livepass.jp/