SUMITAKA KANNO: SHAPING THE FUTURE OF CUSTOMER ENGAGEMENT & SATISFACTION

The digital revolution sparked by digital computing 70 years ago is still going on today. However, the internet and the technologies it brought have sparked a disruption like never before. Digital transformation is compelling businesses to change their business models and adapt to the new market reality. What’s interesting is that the transformation is driven by customers instead of business. Customers are expecting more relevant content regarding their real-time activities. To provide an unparalleled experience to this new generation of customers, businesses must embrace breakthrough technologies.

The following overview sparked a flourishing business idea in Sumitaka Kanno (Yamamoto), an IT maven and leader. He is the founder of HeartCore Inc., a technology firm that provides customized content management systems to assist businesses in reaching optimal customer happiness. In the following article, we’ll be covering Kanno’s entrepreneurial journey and how he is redefining customer experience in a new era of engagement.

FROM A VISION TO A MISSION

Every business leader begins as an entrepreneur with a vision for impactful change, and Kanno was no exception. Since childhood, he dreamt of an independent career; hence, he worked part-time, developing electronic devices and much more. Seeing the world change its dynamism with technology, he recognized the need to build something of his own. He wanted to challenge himself and shape ideas that could change the world. In a bold move, he began his first business, which was an extension of his hobby. Despite being passionate, his venture gradually waned with time. But he was tenacious enough not to give up. Sometime later, he entered the IT industry and was working in customer engagement. Working here, he saw the immense possibility in CMS to drive CX. 

With a clear goal and concept, he founded HeartCore in 2009 and paved the way for carving excellence in CX management. His foremost priority has been to “make customers happy.” The very reason: HeartCore calls itself the “Make World Happy.” “Many IT providers have sales as their goal,” Kanno says, “but we don’t.” We’ll do everything we can to make sure our customers get the results they want.” They go beyond the end mile to meet their commitment, which differentiates them from others. It serves leading Japanese enterprises such as Japan Airlines and Hitachi, amongst others. As of 2021, HeartCore has a 700+ eminent clientele with a No. 1 market share in Japan.

THE EXCLUSIVE PORTFOLIO

HeartCore has categorized its portfolio into CX (Customer Experience) and DX (Digital Transformation) to dazzle the world. The core product, HeartCore CMS, is a one-stop digital marketing solution. It enables the headless distribution of diverse corporate content on websites, as well as apps, SNS, signage, and IoT, and is used by companies of all sizes and shapes. Unlike open-source systems, the proprietary CMS is noted for its security and flexibility in integrating with other systems and disseminating information. The DX domain has two products: the process mining tool “Apromore” and the task mining tool “CONTROLIO.” Both of them are used for visualizing business processes and fostering reforms and the DX personnel shortages.

Due to the CMS’s inherent nature, the CX domain relies on partner strategies. As a result, HeartCore is constantly expanding its partnership program while improving its products and branding. Although it is new to the DX domain, the company emphasizes visualization and analysis as the path to a better future. In that regard, HeartCore aims to educate people on the need for DX through its customized products while strengthening its competitiveness.

WHAT SETS THEM APART

Innovation and R&D have always gone hand in hand. And it’s evident from the rapid evolution of IT. Similarly, HeartCore capitalizes on R&D to bolster its capability to develop futuristic technologies. The company encourages analysis because its products can analyze not just various systems and bundled software but also custom-built software. “We take the initiative, incorporate the functions, and adopt and develop the most advanced requirements,” says Kanno. This also makes them adaptive to market changes and challenges. For instance, CMS has become popular with open-source services such as WordPress. Websites supporting corporate activities require top security, as many people are involved in the operations. The increasing touchpoints increase the amount of content managed, and headless distribution is required. Hence, the HeartCore CMS covers all the marketing activities of a company.

With its mission of understanding and handling the difficulties that its clients face, HeartCore opened an office in the United States and is listed on Nasdaq in February 2022. HeartCore is constantly adapting to new technologies and advances by expanding its boundaries. Their constancy can be seen in their inventive approach to meeting consumer needs, which they have maintained since their inception; this also explains their high-quality quotient.

THE FORTITUDE AGAINST UNCERTAINTIES

“Identify & respond.” Kanno and his team have always had the upper hand in business because of their introspective approach. In fact, it truly helped them turn the tide during the COVID-19 outbreak. They worked with the worst-case scenario and have been strengthening their crisis management to stay scalable and ensure optimal performance. 

“We have gained a lot of traction for our product ‘CONTROLIO’ with the expanding remote work worldwide,” Kanno points out. Businesses are more punctual and prefer to assess their employees’ work thoroughly. With firms focusing on enhancing operational efficiency, HeartCore sees it as its responsibility to promote and support such efficiency precisely. By using its product, companies can utilize a large pool of data to visualize workflow and guide for efficiency and more productivity. CX’s behavior has also changed because of the COVID-19 restriction. For example, they are more detailed about the content they want, whether it is on a website, social media, payment information, or contracts. Personalization and recommendation, which are essential for information access, have become crucial. HeartCore is working toward this goal by offering a system that developers can quickly construct and analyze and manage data from all touchpoints.

AN ECOSYSTEM OF EVENTFUL PEOPLE 

If your ability is 100, choose a slightly higher target. You will give up if it is too high, and you will not be able to reach it if it is too low. If you keep growing at a rate above the average, you will expand significantly in ten years.” – Kanno.

The founder is undeniably passionate about what he does, but this parallel also captures his strategic side. To ensure a like-minded crew, HeartCore is very specific about who they work with. The company has a versatile team with people from distinct backgrounds. And they are people who like to challenge scenarios and want to do something impactful with the resources available. Everyone enjoys a courteous and agreeable environment. “Each employee’s career and goals are discussed twice a year, fostering a culture of mutual respect,” the founder explains. Simply put, it’s a place where leaders and teams collaborate to encourage growth and mutual respect.

ON THE HIGHWAY OF GLORY  

Starting on a rebellious note, Kanno successfully carved excellence in the market. This is reflected in the constantly expanding client base, testimonials, and recognition. In the future, Kanno is looking to make more strides in the DX domain. With the rapid IT evolution and refined work styles in Japan, the promotion of DX will help businesses add value to customers. HeartCore is gearing up for consulting services that can help businesses focus on their overall growth with a focus on HRD. Of course, if new functions emerge because of DX promotion, they will actively expand their portfolio, which includes M&A.

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