Ep. 163: Manulife Asia's Francesco Lagutaine | Delivering a Customer Experience Where Wow Isn't Enough

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.