Graeme Mushet

In an industry notorious for poor CX practices, Graeme and his team embarked on a 5-year transformation project to move the needle on their reputation as a means of differentiation.

In this session, discover how Zurich elevated their customer service function across all markets, now paying out on 98% of claims in as little as 13 minutes through multiple channels, including WhatsApp. As well as this, hear an honest recount of “what went wrong” within their project to avoid making similar errors during large transformations.

Join us for an engaging panel discussion on the transformative power of digital technology in customer experience. Our expert panelists will explore how businesses are leveraging digital tools to enhance customer interactions, streamline processes, and deliver personalised experiences. We will delve into real-world case studies, best practices, and the challenges companies face in implementing digital transformation. Attendees will gain valuable insights into the strategies and innovations driving the future of customer experience in an increasingly digital world.