Segmentation That Actually Delivers: Zurich's Blueprint for Customer-Centric Growth
Strat7 and Zurich present this case study of a segmentation that delivered improved CX, enhanced marketing ROI, and sustained growth
Segmentation is a powerful way to prioritise customer-centric growth opportunities, but it often falls short due to inconsistent or poor execution.
Zurich wanted to overcome this challenge by developing a robust global segmentation model—one that was adaptable across multiple local markets and could be seamlessly integrated with their CRM.
This would enable personalised customer experiences, improved customer retention and loyalty, enhanced marketing ROI, and sustained growth across diverse local markets.
Speakers:
Björn Dufwenberg, Managing Director, STRAT7 Advisory
Björn heads up STRAT7 Advisory since 2021. In previous lives, he was has alternated between creative agency and management consulting roles, most recently as partner at Pond Innovation & Design, which was later acquired by PwC, where Björn was lead for PwC Sweden's Customer Led Transformation practice,
Clairy Moraitou, Group Head of Customer, Market and Brand Insights, Zurich Insurance
Clairy’s professional journey spans over 20 years in financial services, strategy, and transformation. Currently, she serves as the Group Head of Insights at Zurich Insurance, where she drives customer-centric transformation by leveraging customer understanding to deliver impactful programs that enhance customer loyalty and deliver business results. She previously spearheaded the transformation of the retail arm of Eurobank from a product-focused to a customer-segment-focused organization, including redefining customer experiences and redesigning sales & distribution with physical and virtual teams.
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