Zurich’s group chief customer officer on insurer’s brand evolution

“The environment has changed, in the sense that big tech companies have changed the game, they’re digital, they deliver faster, they understand the need for a seamless experience and to understand customer data. They have disrupted what we do,” she said. “Then on the other side, insurtechs are also disrupting what we do because they have the digitally native [foundation needed] to be faster, more seamless and more engaging than us.

“Of course, they may not be as big or as dominant as we are, but we should still remember the history of the disruptors that came into other industries

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