Not JUST another cookie cutter approach

How Zurich simplified the customer experience to drive business outcomes whilst utilising their core systems.

DATE: 1 December 2020
TIME AEDT: 11:30am - 12:15pm
TIME NZDT: 1:30pm - 2:15pm

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:

  • Gain stakeholder buy-in whilst ensuring your solving the right problem
  • Overcome challenges with core systems to enable modern web experiences
  • Build on top of core systems to maximise your investment whilst setting up for a sustainable, scalable future


Head of Customer & Adviser Experience Brendan Norton

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.

General Manager Australia at Jade Software Justin Mercer

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.