Mr Francesco Lagutaine
Chief Marketing & Experience Design Officer
Main Conference Day One
Wednesday, December 9th, 2020
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