Global Digital Transformation Partner

We would like to express our sincere gratitude to our shareholders and investors for your continued support.

One year has passed since we formed a new leadership structure led by the three of us in April 2023. Inheriting the philosophy that has guided us since our founding, we have continued to develop our business in line with changing markets and new demands, and strengthened our efforts as an unrivaled Global Digital Transformation Partner for our clients.

Contributing to our clients’ DX by grasping market changes and connecting people and technology

Assisting clients’ business transformation is at the core of the transcosmos Group. We operate in 35 countries and regions worldwide, including Japan, China, South Korea, ASEAN, the United States, and Europe, providing CX (Customer Experience) services that bring the ultimate customer experience and BPO (Business Process Outsourcing) services that contribute to improved productivity, and have business relationships with approximately 3,500 clients in Japan and overseas.

In the environment surrounding the Company’s services, there are many issues for the realization of essential DX (Digital Transformation) utilizing digital technologies and the optimization of customer touchpoints, despite progress made by companies in digital transformation and the shift to remote work due to changes in social conditions. We believe that full-fledged promotion still lies ahead. In addition, given the need to respond to labor shortages and working style reforms, there is a strong trend toward aggressively outsourcing specialized business areas that our clients had previously handled in-house.

While our strength lies in our unique expertise in supporting both the front and back-office functions of our clients, we intend to continue to provide high value-added services anticipating the needs of our clients by further refining the way we unite “people & technology” that our Group has developed over many years, while grasping market changes, anticipating trends in each industry amid major changes in future political, economic, social, and technological developments.

Transforming our business model to accelerate growth and reinforcing sustainability management

We aim to increase corporate value by transforming our business model to accelerate growth and by reinforcing sustainability management through initiatives in the Medium-Term Business Plan for the period from the fiscal year ended March 2024 to the fiscal year ending March 2026. We will continue to promote initiatives to strengthen and evolve the business from the medium to long-term perspective, while pursuing the achievement of short-term earnings targets for the 3-year period, which have been set for major transformation of the business model and long-term growth.

We are working on three specific visions under the plan “Evolve into a Technology Solutions Company from a company with operational excellence,” “Become the unparalleled leader in Asia and a top-five global CX/BPO services player,” and “Meet expectations of all stakeholders including clients, employees and shareholders, and serve society,” while aiming for our long-term vision to be the “Global Digital Transformation Partner.”

An initiative under our first vision “Evolve into a Technology Solutions Company from a company with operational excellence” is, first in our CX services, to build our unique CX platform “TCI-DX for Support,” which covers the front-end of digital customer touchpoints for clients. In August 2023, we secured a patent (7319478) for the voice of the customer (VoC) - based problem-solving process in our TCI-DX for Support platform. “TCI-DX for Support,” which achieves both a reduction in cost for customer touchpoints and enhanced usability, is a unique scheme without competition, and we will continue to further evolve and provide the service to our clients. In addition, in BPO services, we are building a platform that utilizes our operational excellence to date as well as the cloud and SaaS. We are developing industry standard services for IT and back-office operations, etc. and industry specialized services for manufacturing and construction that demand more specialization, with the aim of meeting the needs of our clients for optimization of business processes and DX promotion.

Furthermore, as a shared initiative for each service, we are also making progress in the development of services utilizing generative AI. The Company is actively working to utilize generative AI in our own operations and at our clients to drive dramatic improvements in business efficiency. We have started providing our independently-developed generative AI chat bot for consumers “trans-AI Chat,” which is already being utilized in services and operations in Japan and South Korea, so we will continue to accelerate the growth strategy by aggressively utilizing generative AI.

The second vision is “Become the unparalleled leader in Asia and a top-five global CX/BPO services player.” The Group’s global business has grown to become one of the Group’s key sources of earnings, with the overseas net sales ratio now accounting for 25% of consolidated sales, as a result of taking on the challenge to expand new overseas markets as a company-wide strategy.
We have expanded the provision of the Trust & Safety Service delivered by agents, a service that monitors content (posts, images, videos) posted online by an unspecified number of users, as transactions with global companies, and maintain our clients’ content in a healthier and better state.

In addition, we commenced a new business in India from March 2024. India’s economic growth rate was the only one in the world in the 6% range from 2022 to 2024, and there is a growth trend. We aim to be a CX company able to deliver new customer experiences by bringing to the Indian market the expertise cultivated in markets both in Japan and abroad.

Then, an initiative under our third vision “Meet expectations of all stakeholders including clients, employees and shareholders, and serve society” is to promote sustainability management. The transcosmos SDGs Committee takes the lead on sustainability initiatives, and promotes initiatives group wide, including at domestic and overseas Group companies. We will accelerate various initiatives as specific measures to address climate change in 2024, including the transition to “RE100,” which is aimed at using 100% renewable energy for energy use, respond to TNFD to preserve biodiversity, implement human rights due diligence and survey, formulate a sustainable procurement policy, and install a person responsible for SDGs in each subsidiary and affiliate and related company and department.

Through these efforts, we will strive to enhance our corporate value and meet the expectations of our stakeholders.

Thank you for your continued support and encouragement.

May 2024
Masataka Okuda, Representative Director, Chairman
Masaaki Muta, Representative Director, Co-president
Takeshi Kamiya, Representative Director, Co-president