Mr Francesco Lagutaine, Chief Marketing & Experience Design Officer at Manulife Asia
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Mr Francesco Lagutaine


Chief Marketing & Experience Design Officer
Manulife Asia

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

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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