EMPATHY. THE SECRET WEAPON FOR FRONTLINE ZURICH INSURANCE TEAMS

Case Study: Zurich Insurance

The Challenge​

​Zurich Insurance has a clear ambition – to create brighter futures for all. And they take their responsibility as a global insurer very seriously indeed. Thankfully, they understand that the business they’re in is all about people. It starts with people, it ends with people, and it’s driven by people. But in a competitive, increasingly technological-led marketplace, how could they arm their frontline customer-facing employees the skills needed to make better, deeper, more genuine human connections. Quite the dilemma, especially when their brand promise depended on it.

What we did

Here at Be Human Collective, we understand the role empathetic communication plays in driving customer loyalty. In a nutshell, this means treating customers how they want to be treated.

So our brief was super simple: upskill frontline teams to recognise the communication style of their customers, and adapt their own style to deliver a better, more human service. To do this, we developed an eLearning empathy programme for Zurich using our personality model, echo. This would support their people to communicate more effectively with customers. ​

Working with global teams in Spain, Switzerland, USA and the UK, we co-created training that was grounded in the operational reality of our learners, using drama-led branching scenarios and interactive exercises. We designed a five-chapter, 90-minute course that brought to life the different personality types, and demonstrated what empathy looks, sounds and feels like to them.​

Anything else?‍

This project brought together everything we love in one place. Empathetic understanding, technical wizardry, relevant content and authentic insight. All wrapped up in an engaging and utterly compelling package.‍

The Results​

The pilot feedback was overwhelmingly positive. Several regions even requested in-person training to support further development using the echo model.  And Zurich saw their customer TNPS results soar!

‘The echo model was really useful and will help with interactions between team members and not just customer interactions.’

‘I really enjoyed the training – it was fun, informative and interactive.’

‘I enjoyed making the decisions in each scenario to be able to change the outcome. This allowed me to put the skills I had just learned into practise.’
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It was amazing to see how our expertise in empathy could not only translate to effective eLearning, but also reach and influence Zurich employees around the world. If you’d like a chat about what we can do for you, your employees, and your company, please get in touch.