Loyalty by design

Customer loyalty in insurance is evolving. With new customer-centric business models disrupting the industry, insurers are having to rethink how they engage, retain, and build lasting relationships with their clients. Investing in customer experience (CX) is no longer optional—it’s the key to staying competitive, meeting changing customer expectations, and driving long-term success. But what does this shift look like in practice? And how can insurers move from a reactive, product-driven approach to a proactive, customer-focused model?

Tom Voirol, Global Head of CX Design at Zurich Insurance, is the perfect person to help us unpack this. Tom joins Guido Woska, Chief Commercial Officer at Manyone, to explore how changing customer behaviors, smarter investments in CX, and the power of personalization are transforming customer loyalty.

Expect real-world examples, actionable insights, and a closer look at innovations and ideas shaping the future of insurance.

Key takeaways for viewers:

• Loyalty is shifting: Traditional retention strategies are changing. Insurers are now actively building customer relationships and adapting to evolving customer expectations and digital-first competitors.
• CX drives loyalty: Investing in customer experience leads to higher retention, greater satisfaction, and a stronger competitive edge.
• From reactive to proactive: This shift to a customer-focused approach is key to future-proofing insurance brands.
• Innovation is essential: The future of customer loyalty lies in personalization, seamless experiences, and smart technology.