48 min listen
Ep. 163: Manulife Asia's Francesco Lagutaine | Delivering a Customer Experience Where Wow Isn’t Enough
Ep. 163: Manulife Asia's Francesco Lagutaine | Delivering a Customer Experience Where Wow Isn’t Enough
ratings:
Length:
65 minutes
Released:
Aug 15, 2019
Format:
Podcast episode
Description
For Francesco Lagutaine, Manulife Asia's chief marketing and experience design officer, Asia is a market of contradictions. On the one hand, insurance products are relatively new to the region, so simply delivering well and reliably on business basics will still wow customers. On the other hand, customers have enormously high expectations for fast and simple digital services, because they compare them with platforms such as WeChat in China or Go-Jek in Indonesia. In this episode, he talks about how Manulife Asia has begun creating specialized teams to improve customer experiences.
Released:
Aug 15, 2019
Format:
Podcast episode
Titles in the series (100)
Ep. 37: Would you recommend your town to a friend?: Jim Clark of the Steamboat Springs Chamber Resort Association and Rob Perlman of the Steamboat Ski and Resort Corporation discuss their efforts to measure visitor sentiment across their town. by Customer Confidential: Untold Stories of Earned Growth