ON DEMAND - WATCH TIME 45 MINUTES
A leading multi-line insurer, Zurich Australia is one of the largest life insurers in Australia serving more than two million customers and paying more than $1 billion per annum in claims.
And like many Financial Services providers, Zurich is always looking at ways to simplify, standardise and automate internal processes to improve customer experience, retention and operational efficiency.
In this webinar we talk with Brendan Norton, Head of Customer & Adviser Experience about Zurich's journey to modernisation and how they have changed their approach to technology projects to embed a customer first mindset.
At the end of this webinar you will leave with a better understanding of how you can:
Throughout his career Brendan has been primarily focused on CX covering Airline, Telecommunications, Energy and finance industries. Joining Zurich in 2016 Brendan established the Customer Experience and Retention team creating the strategic CX roadmap and delivery plan for the business resulting in exponential NPS growth.
Brendan has been at the forefront of change in each industry, establishing award winning service and operational units, and implementing transformational technology and process into the businesses. Currently the successful CX transformation strategy in Zurich is providing the catalyst for further customer driven change.
Spearheading the overall operations, which includes the sales, account management, marketing, and delivery teams in Australia, Justin has a reputation for adding tremendous value to clients’ businesses. Before helping grow Jade’s operations from scratch, he spent three years running projects around the world for a Barcelona-based advertising agency, and three years for the New Zealand trade agency in Wellington, Auckland, and Sydney.
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Jade Digital Services
Enabling complex businesses to adapt and succeed through new digital experiences