ZCom: Re-engineering a complex business around the customer

This case study describes how Zurich Insurance set up an online community to create a better experience for its customers.

ZCom: Re-engineering a complex business around the customer

Rick Keen and Simon CarpenterC Space and Zurich Insurance Company

Summary

The Life Insurance industry is technically complex. The requirements of capital adequacy, controls, regulation and the long term nature of the contracts written, combine to create a risk-averse approach. This has served the sector well historically, but in doing so, the needs of the customer can sometimes been drowned out in the complexity of bringing products and services to market.

The lion's share of the Insurance market is highly established. Zurich Insurance itself is over 140 years old. Changing deeply...

Not a subscriber?

Schedule your live demo with our team today

WARC helps you to plan, create and deliver more effective marketing

  • Prove your case and back-up your idea

  • Get expert guidance on strategic challenges

  • Tackle current and emerging marketing themes

We’re long-term subscribers to WARC and it’s a tool we use extensively. We use it to source case studies and best practice for the purposes of internal training, as well as for putting persuasive cases to clients. In compiling a recent case for long-term, sustained investment in brand, we were able to support key marketing principles with numerous case studies sourced from WARC. It helped bring what could have been a relatively dry deck to life with recognisable brand successes from across a broad number of categories. It’s incredibly efficient to have such a wealth of insight in one place.

Insights Team
Bray Leino

You’re in good company

We work with 80% of Forbes' most valuable brands* and 80% of the world's top top-of-the-class agencies.

* Top 10 brands