[mct Co., Ltd.] Serialized blog “Relaxing CX” now available in all 28 installments
mct Co., Ltd. Press Release: October 9, 2025 Serialized blog “Relaxing CX” now available, all 28 installments A journey of intellectual exploration that redefines CX with humanity at its core, from ancient Babylonia to the age of AI mct Inc. (Headquarters: Shibuya-ku, Tokyo; CEO: Hideaki Shirane) will begin publishing a blog series, “Loosening Up CX,” by author Hideaki Shirane, in conjunction with the publication of the book “The Easiest CX Management Textbook: Rethinking Customer Experience and Becoming a ‘Company of Choice'” (Sanno Institute of Management Press). This series is a 28-part intellectual exploration project that reexamines the essence of customer experience (CX) by “loosening up” it from multiple perspectives, including philosophy, history, psychology, and cultural theory. The series will be released weekly, consisting of a main blog and a supplementary section.
■ Features of the Series 1. The Essence of CX as Seen on a 3750-Year Timeline The story begins in 1750 BC with a clay tablet of complaint addressed to an ancient Babylonian merchant. “You sent low-quality copper, broke your promise, and treated the messenger with
disrespect.” This customer testimony from 3,750 years ago is essentially no different from a one-star review today. The fundamental human desires of “trust,” “fulfillment of promises,” and “respect as a human being” remain unchanged through the ages. 2. A unique
perspective integrating Eastern and Western wisdom In addition to Western marketing theory and design thinking, we incorporate Eastern perspectives such as the Japanese aesthetic of “iki,” the wisdom of long-established businesses, and the “ma” (time between spaces) of martial arts. Illich and behavioral economics, Kant and co-design, psychological safety and a Persian poet from 700 years ago — we explore the possibilities of CX by freely interweaving insights from different eras and cultures. 3. Questions that encourage “unlearning” This series doesn’t provide readers with answers, but rather provides an opportunity to question what we take for granted. Is getting bored really a bad thing? Is waiting a waste of time? Is creativity a talent? By questioning existing frameworks, readers are encouraged to “unlearn” and deepen their own thinking.
■ Main Themes (28 Sessions) The History and Future of CX: From 3,750-Year-Old Clay Tablets to Human-Centered Design The Science of Creativity: From Archimedes’ “Eureka!” to Modern Workcations Redefining Experience Design: Positively valuing phenomena like “waiting” and “boredom” DEI and Market Opportunities: Why are Japanese companies overlooking the ¥129 trillion diversity market? Human Capital Management: Achieving Sustainable Corporate Growth through CX x EX Happiness and CX: True Customer Value Considered from Prosocial Motivation ■ Distribution overview Serialization start date: October 9, 2025 Distribution Frequency:Once
■ Author profile Hideaki Shirane Representative Director and CXO of Taishinsha Co., Ltd., Representative Director and CEO of mct Inc. Born in Osaka in 1963. Graduated from Doshisha University with a major in Aesthetics and Art Studies. As leader of the department specializing in human-centered design methods at Taishinsha Co., Ltd., he learned the latest methodologies from leading international experts such as Harley Manning (formerly of Forrester Research) and Professor Vijay Kumar (IIT Institute of Design) and promoted their implementation in domestic companies. In 2014, the company was spun off to found mct Inc. He is involved in CX vision formulation, CX design, and organizational transformation support.
■ About mct Inc. MCT is a consulting firm that supports companies in creating customer value and growing their businesses through human-centered design and CX management. They have a proven track record in a wide range of fields, including service design, product development, CX measurement and improvement, and organizational transformation. Tokyo Head Office | 1F & 2F Daiwa Jingumae Building, 2-4-11 Jingumae, Shibuya-ku, Tokyo 150-0001 Osaka Head Office | 17F Namba SkyO, 1-60 Namba 5-chome, Chuo-ku, Osaka 542-0076
Representative: Representative Director Hideaki Shirane URL: https://mctinc.jp/ Business: CX consulting, human-centered design support, organizational transformation support *This email was sent automatically, so please do not reply.