PROGRAM

BM-3 Emotional Loyalty in the Next Generation: Designing to Inspire Repeat Use and Advocacy

Point-based systems alone can no longer foster loyalty. What kinds of emotional design make people want to return or recommend a brand to others? Through themes of empathy, experiences, and storytelling, we explore future-forward loyalty strategies.

• Moderator

  

  Yuichi Ishizumi

  Rakuten Group, Inc.

  Executive Officer

  

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  Katsuhiko Iwao

  Kao Corporation

  CX Innovation Director

  

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  Kei Ogata

  Bace Co., Ltd.

  Chief Operating Officer

  

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  Tetsushi Nakajima

  Hoken No Madoguchi Group Inc

  Marketing Dept/ General Manager