On October 15, 2024, during the 20th Customer Care and Management World (CCM World) Annual Conference and the first Digital Silk Road Forum, Mr. Zhao Xi, the founder of CCM World magazine, sat down for an interview with Mr. Eijiro Yamashita, the head of transcosmos Group. The discussion centered around Chinese companies' efforts to expand their digital footprints internationally. Here are the highlights from their conversation:

Zhao Xi: Could you outline transcosmos' global aspirations and vision?

Eijiro Yamashita: transcosmos is a leading global BPO provider, delivering comprehensive digital solutions, including customer care, e-commerce support, AI integration, and more, with headquarters in Japan. We maintain operations across Asia, Europe, and the US. We're dedicated to enabling businesses to scale rapidly and effectively worldwide. Our commitment to the digital economy is reflected in our technology investments and global presence.

Zhao Xi: How does transcosmos contribute to the digital growth of Chinese enterprises?

Eijiro Yamashita: For over two decades, transcosmos has invested in China, developing a deep understanding of the local business culture. Despite being a foreign entity, we've established a Global Business team in China, bridging our Chinese clients to international markets. Our international centers boast local expertise and talent, offering guidance and support for Chinese companies' overseas expansion, from quick launches to long-term planning. Additionally, our investments in technologies like AI enhance operational efficiencies.

Zhao Xi: What are the critical factors for Chinese companies' overseas success?

Eijiro Yamashita: Chinese companies excel in product quality, with "Made in China" now carrying significant consumer value. Other key success factors include:

1. Swift market entry through effective collaboration with local organizations, platforms, and regulations, and understanding consumer expectations.
2. Building trust via localized customer service, efficient after-sales support, and collecting market feedback.
3. Optimal use of technology for consistent, effective, and cost-efficient services.
4. Actively seeking market insights for continuous improvement.

Zhao Xi: What are your expectations from participating in this event?

Eijiro Yamashita: transcosmos is thrilled to be part of this event, as it allows us to connect with aligned partners. The digital economy aligns with our vision, and we see vast potential in digital business. We invest in AI and related technologies to streamline operations, enhance customer experiences, and provide valuable market insights. This event in China aligns with our strategic focus on Asia, where Chinese companies play a pivotal role. We look forward to working closely with the Digital Economy Association to expand our network and contribute to global business growth.

Eijiro Yamashita

Current Titles:
Senior Corporate Executive Officer,
Deputy Head of Global Business,
General Manager of Global Strategy Headquarters,
General Manager of China Business Division, and
Chairman of transcosmos China