Mr Francesco Lagutaine

Chief Marketing & Experience Design Officer Manulife Asia

For more than 20 years, Francesco has worked at the intersection of where brand, marketing and customer experience meet. He is passionate about ensuring that customers get an extraordinary experience that lives up to brand expectations in a meaningful way. By working with a team of CX experts, technologists and marketers across Asia, he ensures that Manulife customers have products and services they will rave about. He joined Manulife from Citibank, where he was Global Head of Client & Design. He has over 20 years of international business experience at a global, regional and local level

Main Conference Day One

Tuesday, September 24th, 2019

5:40 PM Building a Digitally-Empowered End-to-End Customer Journey

With the objective of delivering long-lasting CX impact, Manulife embarked on a five-year integrated approach to getting their digital foundations right – making strategic investments in areas such as omni-architecture, microservices, APIs, artificial intelligence and more. Three years in, Francesco will showcase progress and milestones achieved in Vietnam – their first market roll-out – and offer insights on how they can eventually scale their digital end-to-end CX platform across markets.
·         Investing in people, processes and digital technologies with a defined end-to-end CX vision
·         Utilising digital tools such as end-to-end discovery technologies to support back-to-front operations and enable real-time agent response
·         Operationalising digital customer journeys and generating insights to enhance customer value 

Check out the incredible speaker line-up to see who will be joining Francesco.

Download The Latest Agenda