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Key Takeaways
Deep Customer Understanding: Connie Kulture emphasises the importance of deep customer understanding as a foundation for improving customer experience.
Opportunity for Transformation: The insurance industry is typically seen as less customer-focused, presenting an opportunity for transformation towards more emotional connections with clients.
Zurich Insurance's Vision: Zurich Insurance aims to become the "Apple of insurance," symbolising a commitment to outstanding customer experience and emotional engagement.
Internal Collaboration: The internal collaboration between marketing, finance, and IT is crucial to integrating insights that drive customer engagement and business outcomes.
Financial Impact of Retention: A 1% increase in customer retention correlates to a 0.5% increase in revenue, highlighting the financial impact of customer loyalty.
Data Analytics: Utilising robust data analytics helps in understanding customer behaviour ...
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