Through the effective use of advanced digital technology, we can enhance customer experience, streamline the processes for sales and distribution, and realize greater efficiency from dealer to customer. With further customer convenience in mind, the LIXIL Online Showroom has started offering customer service using AI voice recognition to accept consultations from people who are hearing impaired or whose native language is not Japanese. Furthermore, we are continuing to evolve with the aim of improving CX, such as by establishing a system that allows us to provide customer service even at night and on holidays.

This online customer service provides employees who want to work shorter hours or on limited days of the week with a flexible work schedule. Furthermore, it gives employees a variety of options and a comfortable work environment, such as allowing them to serve distant customers online, regardless of where the coordinator lives. 2024 September opened LIXIL Studio Kohoku, a hands-on facility that does not require reservations. This new style showroom allows visitors to freely see and experience products without the need for a coordinator, and also offers online consultations via tablets in the facility. For professional users, LIXIL Studio Kohoku is also used as a place to build community by holding customized events to explain and experience LIXIL products.

Also, the Easy Plan Selection online service utilizes AI technology to quickly create a personalized project plan and estimate, including 3D images. In our call centers, we have introduced technology that automatically recognizes and summarizes interactions with customers, both eliminating the need for post-call processing and improving productivity. We plan to use this technology to further improve our services by applying it to automatic response services such as creating FAQs and chatbots.
Across the world, we are using digital technology to improve customer experience and efficiency of the sales process. In places such as Europe, we have launched GROHE X to strengthen customer touchpoints, and in Japan LIXIL X. Furthermore, we offer Reform Accel Advance, which provides 3D renderings and estimates in real time, and the e-Connection service, which enables search, estimation, and ordering of plumbing products.

Digital technology opens a new world of products that are suited to busy lifestyles.
Our new household water tap purifier system, Greentap, which allows the user to enjoy cold water with added minerals and was developed in collaboration with Suntory Beverage & Food Limited, also makes use of digital technology. By linking the system with the app, it detects the remaining amount of minerals available and allows the user to order a replacement set automatically. In this way, IoT can be used to support a smart lifestyle for our customers.
Our IoT service the LIXIL Toilet Cloud, which utilizes AI to enhance the efficiency of public toilet cleaning operations, which enhances the efficiency of public toilet cleaning, helps to reduce facility management costs. Based on usage data, AI technology designs and directs optimal cleaning workflows in real time, tailored to each facility’s characteristics. This enables efficient cleaning, reduces costs, and helps address labor shortages. This innovative sanitary has entered use at an increasing number of facilities-helping LIXIL differentiate itself from the competitors.

Mirai Erabo is an experimental IoT house that we set up according to our "the future of living" concept. Through open innovation and the integration of the latest equipment from other companies, we are developing our smart home system Life Assist 2, which is used by major housing manufacturers, increasing the number of orders. With rising interest in home security, more installations now include electric shutters, smart locks, and surveillance cameras. Looking ahead, LIXIL is exploring AI-powered health monitoring through smart home systems. The Company aims to integrate with the Ministry of Economy’s Personal Health Record (PHR) platform to control home appliances and Provide behavioral recommendations to create a comfortable sleep environment.

We are also developing other products to create a more secure, safe, and comfortable living environment, such as GROHE Sense Guard smart water controller, which can detect even minor water leaks and stop the water supply.

We are promoting the use of digital technology and enhancing organizational agility. We have implemented the LIXIL Ai Portal, which incorporates generative AI technology, to assist in improving the quality and efficiency of work done by employees. Our work in this area includes an in-house team of engineers developing generative AI tools to improve productivity. Over 9,000 employees use these tools on an everyday basis to improve the quality and efficiency of tasks.
With the aim of more data-driven and swift decision-making, we have launched the LIXIL Data Platform (LDP), a cloud-based data integration platform that enables centralized data management and fast analysis. At LIXIL Housing Technology, we are using AI demand forecasting to work on highly accurate demand forecasting for our products, while many of the division’s factories are using LDP analysis to accelerate practical efforts to reduce risks.
We are advocating for the democratization of digital technology, providing education in digital fundamentals and introducing a no-code development tool. Four years after its introduction, both the number of developers and applications continues to increase, and as of March 31, 2025, there were 9,916 developers and 4,020 applications in operation.
In our digital division, we have introduced the "Scrum" methodology and are promoting agile ways of working. By establishing an organizational structure that can rapidly respond to market changes and customer needs, we are speeding up development and reducing delivery times.

The ability of many employees to primarily work remotely has led to higher engagement. Amid increasing cyber threats, LIXIL is also bolstering security measures to maintain a secure remote work environment.

We are working to accelerate DX in every aspect of our business:

• Establishing a CDO that centrally leads company-wide digital and IT strategies
• Strengthening global collaboration between organizations promoting digital innovation
• Building a system to create new business models
• Promoting transformation to an agile organization that can respond quickly and flexibly to business needs
• Promoting in-house digital human resources development to realize "digital democratization"

Through these initiatives, we support telecommuting and diverse work styles, thus promoting business efficiency and growth.