Zurich Insurance Group, serving over 55 million customers, emphasizes customer loyalty as vital to its competitiveness. To assist agents in delivering tailored customer experiences, Zurich is implementing an AI-driven CRM system that consolidates customer data and policy details, overcoming challenges related to scattered information. According to Aleksandar VidoviÄ, CEO of ZCAM, the design principle of the "three-click rule" ensures that agents can quickly access necessary information, which is crucial in supporting diverse communication methods, ultimately enhancing customer interactions and satisfaction.
Interaction is by far the biggest driver of loyalty with our customers," Aleksandar VidoviÄ, the CEO of Zurich's AI and analytics company, ZCAM, told Business Insider.
You can imagine going through 10 or 15 pages of insurance jargon. It can take a lot of time," he said.
Previously, data on customers and company policies was scattered across systems or, in some cases, not provided to the agents at all.
One of the team's guiding design principles was the "three-click rule": No agent should need more than three clicks to get what they need.
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