“ Zurich won a UK Customer Satisfaction Index ( UKCSI ) award ( climbing the index from 188th to 12th place ) which was in part down to our communication around pay out of claims . We revealed that 99 % of our claims are paid out .”
— Monika Schulze , Global Head of Customer Experience & Digital Strategy , Zurich Insurance Group
is always to find similarities and then respect the differences ,” she adds . “ We have a global platform , everybody ’ s using the same vendor and methodology , so the question is : ‘ How can we best work together to harness synergies for positive change ?’”
Zurich deploys customer journey apps and technologies in order to help different countries map out those journeys and find new ways to serve the customer . “ But you cannot rely solely on technology ,” warns Schulze . “ We do a lot of workshops because talking to customers and colleagues is essential ; just to understand how they think , how they reacted , how you can improve . A lot of human interaction is needed on top of the technology platforms we are using .” The technology forms part of a suite of services Schulze refers to as ‘ the app store for Zurich ’ offering , for example , chat bot functionality , journey mapping tools and claims apps . It ’ s all in one space where countries can download whatever they need and also adapt to their individual needs . Being able to fine tune them for their requirements is hugely important to cater against their needs .”
19 europe . businesschief . com