25 Years of Service and a 25-Year-Old Discuss the Future of Communication

I started by folding children’s clothing at the store in Ito-Yokado. After seven years in store operations, I transferred to the store development department. That entire department was later transferred to a new company (now Seven & i Create Link), where I’ve been involved in marketing operations.

You've had a lot of experience!

I’m the type of person who prefers taking on new challenges rather than sticking with one thing for a long time, so I feel like I’ve been able to build a great career.

I joined Seven-Eleven Japan in 2021. Although I started during the COVID-19 pandemic, I was able to learn my job smoothly thanks to the comprehensive training system. In September 2024, I began a new challenge as an OFC (Operation Field Counselor), supporting the management of franchise stores.

Anzai, you’re probably familiar with the Seven Bank ATMs. I was actually involved in their development. Back then, I was working for an external partner company, and I was present at the opening of Seven Bank at 12:10 AM in 2001.

I see! I actually use Seven Bank in my personal life as well!

There are three major changes I have noticed. The first is the adoption of the Sustainable Development Goals (SDGs), the second is the COVID-19 pandemic, and finally, the digitalization exemplified by the widespread use of smartphones.

With the advancement of digitalization, the pace of work has changed significantly. Communication, which was primarily done via phone, has shifted to emails and chats. Additionally, being able to work from anywhere has blurred the boundaries between work and personal life.

I don't think I would have believed 25 years ago that online meetings would become the norm.

There were many in-person meetings back then! In my case, online environments were already in place when I joined, so it became the norm for me.
Also, perhaps it's a characteristic of our generation to constantly check social media. I sometimes check social media during my spare time and look for products that might become popular next.

It’s like you are catching the trend in your daily lifestyle without being aware that it is your job. That's amazing!

That's right. As cashless payments have progressed, the role of ATMs has changed significantly. When Seven Bank's ATM was first introduced, it started by solving the problem of customers needing cash on weekends. Now, with the rise of cashless payments, ATMs are also used as locations to charge electronic money.

I also use it a lot for charging. Since I can deposit money into my smartphone, I haven’t carried a wallet around for a while!

That's a real voice. In fact, over the past five years, the flow of money has shifted from "withdrawals" to "deposits." In line with that change, we are aiming for evolution as a multimedia terminal with the idea of being available at "every location for transactions."

Digitalization is steadily progressing, such as with the introduction of self-checkout at convenience stores. However, I feel that as things become more convenient, the value of communication has increased.
For example, anyone would avoid going to a store with poor customer service, right? No matter how much times change, I believe the value of communication remains unchanged.

There are similarities in the shopping center business as well. In an era where you can easily purchase products with your smartphone, we are always thinking about how to communicate the value of the physical experience.
We want to respond to more diverse needs by not only selling products but also serving as a hub for the community, such as through healthcare and welfare services.

With the development of social media, a lot of information flows and changes without us even realizing it. The consumers often know more than we do. With this mindset, we need to be flexible in our response.
At the same time, it is also important to have a core that is not swayed by the times. For me, that core is the idea of "standing in the customer's shoes." It is something I always want to prioritize, no matter the situation.

I agree with Sakai. It's not just about responding to changes, but also about being aware of the purpose behind it—"Why are we doing this?" I feel that it's important to always keep this in mind.

Since I still have limited experience, I haven't yet established a solid core. However, by carefully focusing on each task at hand, such as working for the benefit of customers and franchise owners, I hope to gradually build my own core.

In an era overflowing with information, I believe it is essential to carefully consider "why is this the case?" and "what is truly required?" and act accordingly. Although I have few opportunities to directly interact with consumers, it is precisely for that reason that I want to listen closely to their voices.

I wonder how things will unfold in the future... Whether it's through smartphones or other devices, we may be heading toward an era where we are connected to somewhere 24/7. However, not everything will be digitalized. I believe new value will emerge through the fusion of the real and digital worlds. I want to make sure we don’t miss that opportunity.

Recently, an employee at one of my stores received a compliment from a customer. And it was in the form of a letter. I was really happy about that. Even as digitalization progresses, I want to continue valuing this kind of "human warmth" and accumulate many more experiences.

It’s like a time capsule, right? I’d like to tell myself, "You’re doing great, so don’t worry". I’ve really grown a lot compared to 25 years ago, and I feel fortunate to have been surrounded by an amazing company and wonderful colleagues. However, I would want to remind my past self to be careful and to put in the effort so as not to be left behind.

25 years ago, it was before the opening of Seven Bank. I’d like to tell myself, "The business you’re working on has grown significantly". Back then, there were doubts about whether the business would succeed, but seeing the results now is deeply moving. What I’ve learned in these 25 years is that you can’t grow without putting in the effort, so it’s important to keep pushing forward.

The year 2050… I believe there will be even more new technologies by then, so I’d want to ask if I’ll be able to keep up with the changes. However, I learned from both of you today that as long as I have a solid core, I’ll be fine. I hope that I’ll be able to adapt flexibly to whatever comes my way.