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Nov 22, 2017

VP, Marketing & Strategy, Asia & Oceania for Japan Airlines Akira Mitsumasu joins us from Customer Experience Management Asia in Singapore where he shares that as a kid he knew that he wanted to exhibit the traits he respected in his father- integrity, honesty and sincerity among others. 28 years on at Japan Airlines, at the moment while the organization has increased marketing or what Akira calls promising, he’s equally focused on delivering which is why he’s dedicated to Customer Experience. On ‘what works’ the company places a heavy emphasis on attention to small details. The focus is not just on first and business class but on economy also having a comfortable and enjoyable journey. And overall, in Akira’s words, their secret is delivering truly authentic Japanese style service or omotenashi.