As we explained in our recent blog post (see below), Arcus Japan has been advocating personalization in CRM (personalized CRM) since its inception.

Recently, an acquaintance of mine told me that the "personalization" advocated by Arcus Japan is very different from the "personalization (without AI)" that is often mentioned in omnichannel strategies, and that it is highly likely to lead to misunderstandings, as its core function is to use artificial intelligence (AI) and various hardware (sensors, robots, etc.) to understand the unconscious through non-verbal communication, as described in psychology.
Certainly, I had also aimed for the same idea before the advent of artificial intelligence (AI), so I understood that within ARCUS Japan it was a clearly different and evolved form, but it wasn't until someone from outside pointed it out that I realized it was confusing.

So, borrowing the words of my acquaintance, I would like to introduce the personalization of Arcus Japan."Implicit Customer Experience (ICX)-based personalization""Implicit" is a word that means "tacit, potential, absolute," but at ICX, we define it as realizing something that is "based on an implicit but clear customer experience."
While traditional CX (Customer Experience) is characterized by core systems that focus on processing CRM based on verbal communication, ICX (Implicit Customer Experience) focuses on growing CRM based on non-verbal communication (NVC), which accounts for the majority of communication between people.

https://www.arcuss-japan.com/first

In today's highly information-driven society, there are countless confusing things that cannot be understood through superficial words alone. However, Arcus Japan's aim to provide a CRM growth model that understands the emotions of customers together with companies and delivers services that truly satisfy each individual customer (a partner-type business model that realizes ideals together, rather than a contract-based project model) is currently unique. For this reason, Arcus Japan is considered a leading CRM company that has created new terms (trademarks) such as "Personalized CRM" and "Implicit Customer Experience (ICX) . "

Arcus Japan is neither a CRM product vendor nor a system integrator; it is a unique "service" vendor whose ultimate mission is to maximize the services of companies (users) by leveraging IT, in collaboration with those companies (users).