What makes Japanese hospitality so unique, and can artificial intelligence and robots truly replicate it? From the centuries-old traditions of the tea ceremony to AI-powered services and robotic assistants, Japan’s concept of omotenashi continues to evolve. But as technology transforms the way businesses interact with customers, an important question emerges: can genuine hospitality exist without human connection? Join us for the first edition of SCCIJ Bunka Breakfast, our new event series exploring Japanese culture and its influence on business, society, and innovation.
Few concepts are as closely associated with Japan as omotenashi, the philosophy of hospitality rooted in attentiveness, mutual respect, and anticipating the needs of others. More than simply providing excellent customer service, omotenashi represents a distinctive approach to creating meaningful experiences and building relationships between customers and service providers.
But how has this philosophy evolved, and what does its future look like in an increasingly digital society?
This Bunka Breakfast will explore the transformation of Japanese hospitality across three generations. Beginning with Omotenashi 1.0, rooted in traditional Japanese culture and the tea ceremony, the discussion will move to Omotenashi 2.0, where companies have integrated these principles into their organizational culture, employee management, and service operations.
Through examples from well-known Japanese companies such as Tessei, Yamato Transport, and Hoshino Resorts, participants will discover how employee engagement, organizational practices, and a shared service philosophy contribute to Japan’s reputation for exceptional hospitality.
The conversation will then turn to Omotenashi 3.0, where artificial intelligence, service robots, and remotely operated avatars are reshaping the hospitality landscape. These emerging technologies offer opportunities not only to improve efficiency and customer experiences but also to make service industries more inclusive, including by creating new employment possibilities for people with disabilities.
Yet technological progress also raises fundamental questions. Can AI understand unspoken expectations? Can robots demonstrate empathy? And how can businesses preserve the authenticity and human warmth that define Japanese hospitality?
Whether you work in hospitality, technology, management, or simply want to better understand Japanese culture, this Bunka Breakfast will offer fresh perspectives on how tradition and innovation can coexist—and what the future of Japanese hospitality might look like.
| Date: | Tuesday, December 8, 2026 |
|---|---|
| Schedule: | 8:15 – 10:00 (D.O.: 8:00) |
| Venue: | Cafe lounge AOU GINZAnoMORI Japan, 〒104-0061 Tokyo, Chuo City, Ginza, 6-2-1 Daiwa Ginza Building, 1F (MAP) |
| Fee: | • Members: JPY 6,000 or 1 SCCIJ voucher 2026 • Non-members: JPY 8,500 |
| Registration: |  *Deadline: December 4, 2026, 12:00 JST.* *Until November 19, registration is prioritized for SCCIJ members. After this date, seats will be allocated on a first-come, first-served basis.* *No-shows and cancellations after the deadline will be fully charged.* *Please inform us in advance of any dietary restrictions.* |
| Disclaimer: | • The SCCIJ may film and take photographs of this event. If you participate, please be noted that these pictures and videos may be used in various media, such as the SCCIJ website, SCCIJ social networking sites, and SCCIJ promotional materials. If you do not want to appear on these pictures and/or videos, kindly notify the SCCIJ staff at the event. • The views expressed by the speaker(s) do not reflect those of the SCCIJ as an organization. |
| Inquiries: | By e-mail to info@sccij.jp |
Biography of the Speaker
Professor Satoko Suzuki is the MBA Program Director and Professor at Hitotsubashi University Business School (ICS), where she also earned her MBA and DBA. She has held academic positions at several leading institutions, including Kyoto University, Waseda University, and the University of Brawijaya in Indonesia. Before entering academia, she gained extensive industry experience in product management at Nihon L’Oréal and management consulting at Boston Consulting Group. Bridging academia and business, Professor Suzuki advises companies on marketing and design thinking and has served as an external board member of major Japanese corporations, including Lawson, M3, and Stanley Electric. Her research focuses on marketing and consumer behavior, and she regularly contributes insights to Japanese and international media, including Fuji Television and Nikkei. She also co-hosts MARKETING HORIZON, a program exploring how marketing creates value through conversations with business leaders, and advises central and local governments.
Access
