Dr. Akira Mitsumasu

Vice President, Marketing & Strategy
Japan Airlines

Akira Mitsumasu joined Japan Airlines in 1989, and has previously been responsible in the company for passenger services, network planning, international affairs, business development in China and internal auditing, before taking on the role from June 2014 as VP for marketing and strategy research of JAL's Asian and Oceania region. Akira holds a DBA from Hitotsubashi University in Tokyo, where his research was on parent and subsidiary relationship.



08:50 AM Chairperson's Opening Remarks

11:30 AM Shaping The Future of Customer Experience

8:50 AM Chairperson's Opening Remarks

11:15 AM Transformative Strategies Driving Customer Engagement & Value Creation

·         Serving the modern customers – how have customer expectations and customer engagement strategies evolved?
·         Utilising analytics, social listening tools to gain meaningful insights about your customer’s journey
·         Evaluating the opportunities of customer segmentation, personalized customer experience, product innovation in driving value creation and enhancing brand loyalty
·         Empowering your customer experience team with the right set of information to drive results