its regional base in Asia is in Hong
Kong. According to Roberto, to keeping
a company operating long into the future
is a differentiated service proposition for
customers and distributors. “We strive to
listen and to understand our customers’
needs,” he says, describing Generali’s
approach. “We put them at the heart
of everything we do.”
To jump into the minds of its customers,
Generali uses the net promoter score (NPS),
a tool that tells companies what they are
doing well and what they need to improve
on to increase customer satisfaction. “The
NPS helps us drive a mindset shift,” Roberto
notes. “It is only when we see things from
a customer’s perspective that we can identify
and dive deep into issues they might have
with us at each touchpoint in the their
journey. What matters to us is not the score;
it is all about a culture of customer-centricity.
Follow-up actions are important steps to
rectify specific issues and ensure that the best
service is provided to customers.”
A chartered accountant by profession, Roberto secured
several CEO and regional senior management positions in
health and insurance businesses throughout Asia and Europe
before arriving at Generali. He mainly focused on start-ups
and turning businesses around, and was responsible for
marketing, data and ecommerce initiatives. Before heading
up Generali’s Asian division, Roberto worked at AXA Asia,
a subsidiary of the French insurance company AXA Group.
“The opportunity at Generali arose from the need for
businesses to focus on developing the retail business more
aggressively, especially to focus on health, protection and
other attractive offers to build profitable growth,” he says.
Now he manages both the life and property, and casualty
businesses of Generali Asia.
With more than 25 years in the insurance sector,
Roberto has noticed a shift towards a greater reliance on
data, both for internal and external uses. “The industry as
a whole is constantly looking at ways to improve service
excellence, stay on top of the evolution of self-service and
alternative distribution channels, and leverage the use of
digital marketing to engage with customers and other
stakeholders,” he notes. “The availability of large quantities
of data, the ability to collect and analyse this for a specific
purpose, and the relative ease of analysing and interpretingHalf page advert
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