Providing Unseen Value as a Pioneer of "Customer Service DX"

What is my job from when I joined until now?

I joined Ziels in January 2018, hoping to work in sales through mid-career hiring. Until then, I had mainly worked in sales for 12 years, but I had only experienced large corporations, so to be honest, I felt some gaps when I first joined.
For example, the office decor and the fact that the members were not wearing suits.
At that time, I thought I would start by acclimating to the company culture.

On the work front, I first experienced the job of a communication designer for the first 1-2 months. Since then, I have been working as an account planner, which is my current job.
The sales role at Ziels involves proposing and providing solutions to solve the issues of customers beyond the agency, so I perceive it as account planning (conceptual sales).
So far, I have provided chat commerce "Ziels" while understanding the product through my experience as a communication designer and facing customers.
During that time, our team has expanded, and I am now working hard every day to manage and spread "Customer Service DX" (※) released last year.

※"Customer Service DX" refers to a system that provides a series of mechanisms from chatbots to human chats and video customer service all at once.
We define "Customer Service DX" not merely as the provision of tools but as "reinventing the process."
(Excerpt from NewsPicks "[Super Fast] The adventure of a rapidly growing venture, reclaiming lost economic losses with the offensive innovation of 'Customer Service DX'")

What is the work of an account planner?

Many may know, but last year, in October, Ziels released and introduced the term "Customer Service DX" to the world for the first time.
It was truly moving to be able to announce "Customer Service DX" together with HIS, who faced the challenges alongside us and walked towards realization.

While working as an account planner, I continued sales activities to companies in the travel industry together with the agency.
Among them, HIS originally planned to introduce chat commerce "Ziels."
However, due to the spread of the novel coronavirus, a state of emergency was declared, and the launch was postponed.
With overseas travel impossible and a mood of self-restraint domestically, the travel industry was in a difficult situation. As I considered whether to restructure chat commerce "Ziels," CEO Shimizu made a certain proposal.

That was Customer Service DX "Ziels". This was in August of last year.

What is the backstory of the birth of "Customer Service DX"?

CEO Shimizu strongly advocated that now is the time for Ziels to provide "Customer Service DX" by capturing social issues and changes in society.
Heard that Customer Service DX "Ziels" is a service that not only introduces tools but provides a series of processes from chatbots to human chats and video customer service, transforming the customer service experience itself made me confident that this system is necessary and would be widely accepted during the COVID-19 pandemic.

To be honest, I had already been thinking about chat commerce "Ziels" that was already running, but I had a strong desire to once again propose that "Customer Service DX" could support HIS. CEO Shimizu also said, "Isn't it Ziels that does this?" More than anything, I was frustrated myself.

In the media, various companies were being mocked for deteriorating management conditions.
However, I clearly conveyed,
"When it comes to travel, it’s HIS. I don't want the Japanese travel industry to lose its vitality. Let’s make HIS a driving force in the travel industry."

Looking back, it was indeed very emotional (laughs).

However, in conceptual sales, being close to customers is the most important.
And we discuss thoroughly and move forward based on mutual agreement.
I am always thinking about whether the three parties—agency, customer, and Ziels—are benefiting each other.

The efforts with HIS on "Customer Service DX" were decided based on the agreement that we want to create a new form of customer service.
However, there are still behind-the-scenes episodes.
The period until the launch was extremely tight at just 1-2 months.
We quickly formed a team and launched the project.
The project faced many challenges along the way, but all members came together to overcome them and successfully launch it.
I reaffirmed that Ziels' strength lies in the unity with the development team.

After the launch, we received feedback not only from the travel industry but also from companies in other fields, and I am pleased that the actions we discussed with CEO Shimizu aimed at solving social issues have progressed a step forward.
Furthermore, our efforts in "Customer Service DX" will expand thanks to our efforts in the future.

Everyone Collides Seriously Towards the Vision. That is Ziels' Charm!

What is the charm of Ziels?

Many people who resonate with the vision gather at Ziels.

I am one of them and decided to join Ziels because I was attracted to the grand dream of "lifting Japan up."
Even when Ziels was a fledgling startup, I felt a sense of freedom and feasibility from the message of "lifting Japan up."
Moreover, this vision has a solid business plan backing it.
CEO Shimizu shows a posture of continuously challenging the vision straight, without only focusing on performance.
I believe that this sincerity attracts members to decide to join.

Until I joined Ziels, there were scenes where complaints about the company or salary were flying around during drinking parties, but now, I no longer encounter such situations.
That is probably because I have a "dream" for my future.
If you want a home, you should save money, make your own opportunities, and believe you can change your life.

I want to create a world where communication is scientific, and will can thrive

What do you want to achieve at Ziels?

Currently, I am entrusted with the domain of "Customer Service DX" as an account planner.
I am still halfway there, but the customers I am currently proposing to have issues different from HIS, and I am sincerely facing those issues.
It is a very rewarding job, and there are times when I am so busy that I wish I could borrow a cat's paw, but I believe that by spreading "Customer Service DX" to the world, the way people work will change, and I can help someone in their decision-making, creating a chain of happiness.

If we can encourage decision-making beyond just customer service, people who have been struggling to find what they want to do may also develop a mindset of self-assertion and interests, leading to positive intent. If you work diligently towards what you want to do, life becomes richer.

I sincerely hope to devote my life to creating a world where communication is scientific, and will can thrive.

Thank you very much!

There is still a lot of room to develop "Customer Service DX." Why not deliver unseen value to the world at Ziels, the pioneering presence of "Customer Service DX"?