Leading the way in customer-centric insurance with Zurich

The insurance industry is undergoing a seismic shift driven by new technologies, emerging competitors, and evolving consumer demands.

Zurich faced the critical challenge of staying relevant in a crowded market by transforming how they deliver value. This required a comprehensive overhaul of CX to align with customer expectations, apply modern frameworks, and create a unified strategy that spanned global channels and touchpoints.

We worked closely with Zurich’s Global CX Office to craft a robust customer experience framework. By defining CX principles that could be applied across all offerings, we laid the groundwork for long-term transformation.

A key initiative was redesigning the Zurich One app through iterative prototyping sprints, creating modular improvements that spanned onboarding, rewards, and customer engagement.

At the same time, we mapped complex life insurance journeys to streamline propositions and ensure every touchpoint worked seamlessly across digital and physical channels.

This partnership delivered a cohesive strategy, beginning with redesigned digital experiences and extending to a fully integrated approach for life insurance.

Zurich is now starting to operate with a unified, omni-channel focus that simplifies insurance for their customers while improving internal processes.

And we're just getting started: Today, Manyone’s partnership with Zurich spans multiple customer channels and a broad selection of customer touchpoints, from CX Strategy to digital design, from service experience to making insurance a more sustainable business, all with the same ambition: to help Zurich Insurance to become the most customer-centric brand in their industry and a global icon of experience transformation.