Gartner Research

Manulife Uses WeChat to Improve Customer Experience

Published: 20 January 2017

ID: G00319644

Analyst(s): Sandy Shen


Manulife China's focus on customer experience is key to the success of its WeChat projects for policy issuance and claim services. Application leaders supporting digital commerce and CRM should learn how to make offerings work in WeChat and others such as WhatsApp, LINE and Facebook Messenger.

Table Of Contents


  • Set Customer Experience Targets When Designing the Service
  • Optimize Processes to Support Faster Responses
  • Develop Solutions That Ensure Fast Responses and Data Security
  • Set up Cross-functional Teams With Overseeing Mechanisms

Gartner Recommended Reading

©2021 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Become a client

Learn how to access this content as a Gartner client.