Case Study: Zurich Insurance achieves more empathetic teams and improved client experience with ELB Learning’s Rehearsal

Zurich Insurance improves TNPS by 2.3 pp with ELB Learning

Zurich Insurance, a leading multi-line insurer, sought to enhance the well-being of its front-end teams and improve client relationships by alleviating the stress of difficult conversations. Their challenge was to find a lasting solution that would drive cultural change toward more empathetic teams without affecting their level of service. They partnered with vendor ELB Learning and utilized the Rehearsal video-based practice platform through ELB's partner, ADITIO, to implement a program called "Hello Empathy!".

ELB Learning's solution involved a mentoring program using Rehearsal for flexible, video-based practice, supplemented with empathy tip videos, webinars, and contests. The program exceeded expectations, achieving a participant satisfaction rating of 4.58 out of 5. It resulted in a 2.3 percentage point improvement in TNPS (Net Promoter Score) across all teams and had a profound impact throughout the organization, leading to Zurich Insurance winning Spain’s Change Management Institute Award.

Zurich Insurance