Webinar
Loyalty by design in the insurance industry
Services
Industries
Customer engagement as a competitive edge
With new customer-centric business models disrupting the insurance industry, brands are having to rethink how they engage, retain, and build lasting relationships with their clients.
Investing in customer experience (CX) is no longer optional – it’s the key to staying competitive, meeting changing customer expectations, and driving long-term success.
Hear Manyone’s Guido Woska in conversation with Tom Voirol, Global Head of CX Design at Zurich Insurance, about how customer loyalty is transforming the insurance industry.
In February 2025, Manyone’s Guido Woska sat down with Tom Voirol, Global Head of CX Design at Zurich Insurance, to explore how customer loyalty in insurance is transforming.
Key takeaways:
Customer experience as a differentiator: Insurance products are highly technical and often commoditized, making it difficult for customers to differentiate between providers. Building relationships and delivering superior customer experiences are key to standing out.
Empathy is essential: Unlike other industries with frequent touch points, customers tend to engage with insurers during high-stress situations. Positive interactions, particularly in emotionally-charged moments, build loyalty.
Shifting from product-driven to customer-centric models: Traditionally, insurance has focused on developing new products to attract customers, but the industry is shifting. Customer expectations are shaped by experiences with other industries – driving changes in communication, accessibility, and service delivery.
What's next in insurance: Beyond claims, insurers are focusing on prevention strategies, such as cyber risk protection and early disaster response, to add value. Technology and AI can enhance CX, but the key differentiator will be the ability to balance automation with human empathy.
The full session is available on-demand.
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