Japan CX Insider
Daniel Orenes FerrandezI write about CS, CX, conversational AI, and doing business in Asia, offering insights from the perspective of living and working in Japan for over a decade.
| Platform |  | Pricing | Only free issues | Publishes | Weekly |
|---|---|---|---|---|---|
| Issues | 20 | Subscribers | Read | danielferrandez.substack.com |
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Latest Issues
Recent posts by this newsletter. Browse the email archive.
Japan’s Online Grocery Evolution: Five Years Later, Why CX Matters More Than Ever
Five years ago, I wrote about the early days of online grocery in Japan.
When Stores Get Smart: How Lawson Is Rewriting Retail
If you know me, you know I’m a retail geek. I find a lot of joy when I walk into a new supermarket or convenience store. I like to explore the tech they use, new goods I have not seen before, and their distribution. Also reminds me of my ea...
Why Customer Service Needs a Different Playbook?
Not long ago, Klarna made headlines with a bold move. The company claimed it had successfully replaced its entire customer service team with AI. No more waiting on hold. No more human agents. Just instant, automated responses.
What Socrates Can Teach Us About Using ChatGPT?
# We used to walk for days to ask an oracle for answers. Now, we just open ChatGPT
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Authors
The writers behind this newsletter.
With 10+ years of experience living and working in Japan, I specialize in CX, customer success and AI, currently leading a team of experts at Rakuten. My journey began in Tokyo, expanding a Japanese retail tech company to SEA.
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