ZURICH INSURANCE GROUP
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“ 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 ”
— Monika Schulze , Global Head of Customer Experience & Digital Strategy , Zurich Insurance Group
Schulze notes that the influence of companies like Amazon and Google is changing the expectations of customers who demand instant answers and are now used to immediate service . “ They are not willing to wait on an agent to put it in black and white and then waiting two weeks for an answer on a claim ,” adds Schulze . “ In a world where technology plays an increasingly integral role , customers are used to getting an answer with the click of a button . We have to look at regions like Asia who are more advanced in their adoption of mobile technology to see what we can learn to remain customer led .”
For Zurich , the digital transformation required is driven by customer experience . “ You have to start with your customers ’ feedback and analysing their journey ,” confirms Schulze .
SEPTEMBER 2019