[Are you satisfied just collecting customer feedback?] mct Inc. x SHIFT PLUS Inc. to co-host seminar on May 22. Revealing practical theory to turn insights from vast VOC into results with AI

mct Inc. (Headquarters: Shibuya-ku, Tokyo; Representative Director: Hideaki Shirane; hereinafter, mct), which supports human-centered design and CX management, and SHIFT PLUS Inc. (Headquarters: Kochi City, Kochi Prefecture; Representative Director: Kengo Watanuki; hereinafter, SHIFT PLUS), which leads the optimization of customer support (CS) utilizing AI and data, are pleased to announce that they will co-host a webinar on Friday, May 22, 2026, titled 'From Customer Experience (CX) Design to Operation: Transforming Insights from Vast VOC into Results with AI.'

* For seminar details and application, please visit: https://mctinc.jp/voc_shift

Background of the Seminar

'Making CX (Customer Experience) the core of management' — Many companies have set this goal and are focusing on collecting Voice of Customer (VOC). However, in practice, many face hurdles such as 'how to sublimate collected feedback into concrete insights (true feelings)' and 'how to integrate vast amounts of data into daily operations and improvement actions.'

This seminar will feature 'mct,' a professional in CX strategy design and insight research, and 'SHIFT PLUS,' which supports VOC operation optimization with data and technology. They will unveil practical approaches applicable from tomorrow, from CX vision formulation to advanced support experience with AI, interspersed with case studies across key industries such as finance, healthcare, IT, and retail.

Session Content

[Part 1] CX Management Starting Point: Crafting a 'Customer Experience Vision' from Insights and Critical Design Points Speaker: Takeshi Sato (Executive Officer/CX Designer, mct Inc.) For successful CX management, a vision based on deep customer understanding (insights), not just mere data collection, is indispensable. This part will explain methods for deriving strategies from qualitative research, broken down by industry.

● How to Start CX Management: Building a North Star (CX Vision) that moves the organization in the right direction ● Key Research Points by Industry: How to find the 'customer barriers' in finance, healthcare, IT, and retail ● From CX Vision to Operation: Design philosophy for integrating the ideal vision into on-site operations

[Part 2] Implementation and Operation Phase: Practical Theory for Finding 'Seeds of Insight' from Data and Optimizing Support Experience Speaker: Masaki Tomioka (Marketing Team Leader, Business Strategy Department, SHIFT PLUS Inc.) Systematization is key to scaling a designed vision. This part will present practical theories for extracting truly valuable information from vast VOC and achieving both support quality and efficiency.

● Industry-specific VOC Trends Analyzed by Data (Finance, Healthcare, IT, Retail): The true feelings and expectations unique to each industry behind users' 'questions' ● VOC-driven Improvements are the Core of CX: Methods for improving customer experience using VOC ● Utilizing Insights in CS in the Generative AI Era: A mechanism for 'customer-centric' operations using AI, beyond just efficiency

Recommended for individuals in these roles:

Marketing/Management Planning Departments: Those who want to build persuasive business strategies based on insights CX Management/CS Promotion Managers/Staff: Those struggling with how to verify the results of CX initiatives using VOC VOC/Contact Center Managers: Those with vast amounts of data but unable to connect it to improvement actions DX Promotion Managers: Those who want to transform AI implementation into a weapon for 'CX improvement' instead of just 'cost reduction'

Event Outline

Date and Time: Friday, May 22, 2026, 12:00 - 13:00 Format: Online (Zoom) Participation Fee: Free Hosts: mct Inc. / SHIFT PLUS Inc. (Co-hosted)

Speaker Profiles

Takeshi Sato (Executive Officer/CX Designer, mct Inc.) With over 20 years of experience, he has participated in hundreds of projects across various industries, exploring the inner workings of people's minds. He supports companies' customer experience design by pursuing research centered on 'how to read people.'

Masaki Tomioka (Marketing Team Leader, Business Strategy Department, SHIFT PLUS Inc.) Joined SHIFT PLUS after working at general consulting firms. Holds a Small and Medium Enterprise Management Consultant qualification and supports problem-solving in support operations and building sustainable systems from both strategic management and on-site operation perspectives.

Company Overview

[mct Inc.] A consulting firm supporting corporate customer value creation and business growth, centered on human-centered design and CX management. Has a proven track record in various areas such as service design, product development, and CX measurement/improvement. URL: https://mctinc.jp/

[SHIFT PLUS Inc.]