transcosmos Marks Two Decades of Customer Experience Operations in China
Japan-based services firm transcosmos held a ceremony in Shanghai to commemorate 20 years of operations in China, outlining a shift toward AI-integrated service models.
Transcosmos commemorated its 20th anniversary in the Chinese market during an event held in Shanghai on October 16, 2026. Since establishing its first contact center in the city in 2006, the firm has expanded its footprint across more than 10 Chinese cities, currently supporting a client base of over 100 enterprises.
The company’s operational history in China includes a transition from basic telephone-based customer support to comprehensive e-commerce and digital marketing solutions. Its service architecture relies on proprietary systems like the 'trans-CRM' platform, which manages omnichannel interactions across platforms including WeChat and online chat.
Looking forward, transcosmos is integrating AI to optimize operations across its contact center and e-commerce divisions. Applications include AI-driven quality assurance, automated interaction summarization, and generative AI search optimization. The firm intends to adopt a model where human expertise collaborates with AI agents to improve productivity and data-driven decision-making.
This anniversary marks a pivot for the firm as it leverages its established regional infrastructure to scale AI-led service models for its global and local brand clients.