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Guest Blogger

With this year’s Customer Engagement Transformation Conference just a few weeks away, we’ve decided to sit down with some of our world class industry speakers for a “Speaker in the Spotlight” interview to hear more about their role, responsibilities and what they are most looking forward to about the event. Today we are joined by Monika Schulze, Head of Innovation and Market Management at Zurich Insurance…

How has Covid affected your customer strategies? 

During 2020 it has become increasingly evident that an omni-channel strategy is a necessity. Statistics show that 73% of buyers use multiple channels during their shopping process. At the same time the latest stats show that the world’s commerce continues to move online, having rapidly accelerated since the global pandemic started. Moreover, mobile is the future of online shopping, and mobile traffic already accounts for over 50% of the total.

What do you think the future will look like for customer experience?

These trends imply that it is increasingly important to understand your customers’ needs and analyze how you can improve you’re their experience. Today, customers are no longer solely satisfied with an excellent product offering. To stay ahead of competition, you need a unique offering that sets you apart.

The future of customer experience is not just about companies looking to improve the customer experience, but asking how they can create a customer experience that is “owned” by them

For future sustainable growth it is important to find a competitive advantage inside your customer experience.

How is Customer Experience connected to your Brand Vision?

Today, customers demand brands to do more than promise, they expect proof and a great experience each time they connect with your brand

Your brand is your promise to your customers, telling them what they should expect from your product or service.

CX is defined by all interactions your customer has with your business throughout the entire customer journey, in other word CX is your proof.

At Zurich we have evolved our purpose to “Create a brighter future together.” This brand promise needs to be experienced by our customers in all interactions they have with Zurich.

What are you most looking forward to speaking about at the Customer Engagement Transformation conference?

Is an event that exciting, as we need to talk, learn and “steel with pride” from each other. Not all companies are the same. Having said that, there are some basics that we can apply to different industries and environments in order to be successful.

Monika will be presenting at the Customer Engagement Transformation conference on Tuesday 8th June at 10:45am – you can register your FREE ticket to the event and catch Monika’s presentation live here

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