ZURICH INSURANCE GROUP
Zurich Insurance Group is utilising customer feedback to drive its digital transformation
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Z urich Insurance Group has forged its reputation as one of the world ’ s leading and most trustworthy insurers over 140 years focused on caring for its customers and serving them . With roots in Switzerland , Zurich was originally founded as a marine insurer in 1872 before moving into a range of insurance fields to help its customers understand and protect themselves from risk . The appointment of Mario Greco as Group CEO in 2016 heralded a simpler , more customer-oriented approach to support global and local business .
Traditionally , the insurance industry has focused more on products than customer experience . Monika Schulze , Zurich ’ s Global Head of Customer Experience & Digital Strategy , believes technology is the key enabler to deliver the transformation that will continue to support the company ’ s customer goals . “ Our focus on the customer journey and finding better ways to serve them is fascinating ,” she says . “ It means we have to change the culture of the company to work in a completely different way .”
SEPTEMBER 2019