Richard Pash

Chief Customer Officer Zurich

Agenda Day Three

8:40 AM PRESENTATION: BEYOND THE BALANCE SHEET – PUTTING CUSTOMERS AT THE HEART OF THE BUSINESS

Richard Pash, Chief Customer Officer at Zurich, shares how a 55,000-employee organisation is uniting brand, digital, customer experience, and data to drive cultural and commercial change. Zurich has set bold CX standards, measures performance from the customer’s perspective, and gives customer KPIs equal weight to financial KPIs on leadership scorecards, helping NPS climb from +40 to +76 in five years, doubling brand value, and delivering record results.

Discover how to break down silos to deliver connected and consistent customer experiences.
Explore how purpose driven AI can combine efficiency with empathy.
Learn what works (and what doesn’t) when engaging employees in the customer agenda.

Check out the incredible speaker line-up to see who will be joining Richard.

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