苏黎世保险集团共情力报告2025

Addressing theempathy gap How human connection can give businessesa new competitive edge Developed by Zurich Insurance Group in collaborationwith Professor Jamil Zaki, Director of the Stanford Social Empathy The action of understanding, beingaware of, being sensitive to, and vicariously Merriam Webster, 2025 Beyond soft skills:How empathy powers trust, Conny KalcherGroup Chief Customer Officer Conny Kalcher is a global leader in customerexperience, known for embedding empathyinto business strategy. As Group ChiefCustomer Officer at Zurich Insurance Group(Zurich), she drives customer loyalty andadvocacy across global markets, leading In an AI-driven world, the need forauthentic human connection hasn’tdisappeared, it has deepened.Empathy is both the foundation of A founding partner of the Net Promoter Score(NPS) and Loyalty Forum and Trustee ofthe Z Zurich Foundation, Conny has over threedecades of experience from senior roles atLEGO and consultancy work at Mindfolio. Her We invite you to explore the findings, reflect on what empathylooks like in your organization, and consider how it can shape amore human and more successful future. Because in the end,if consumers aren’t happy, they’ll go somewhere else. Loyalty is But there’s also a real opportunity. Academic researchindicates that empathy isn’t just innate, it can be taught, scaled At Zurich, we see empathy as not just a soft skill, but a corebusiness capability. As an insurer, we meet people at someof the most vulnerable moments in their lives. Listening,understanding, and supporting them isn’t just part of our job, That’s why at Zurich, we’ve placed empathy at the center ofour global customer strategy – from how we design productsand train teams, to how we engage with consumers, brokersand each other. Since 2023, our people have invested almost And this goes beyond insurance. Across industries, thecompanies that succeed are those that deliver both high-quality products and exceptional experiences. By trulyconnecting with their consumers – understanding and acting As Professor Zaki states, "successfully cracking the empathy To better understand the power of empathy in business,we collaborated with Professor Jamil Zaki, Director of theStanford Social Neuroscience Lab and one of the world’sleading voices on empathy. We also commissioned a This report is more than just a collection of data – it’s ablueprint for building stronger, more resilient customerrelationships and unlocking new paths for growth. Byembedding empathy into our customer strategy, we’re What we found is clear and compelling: there is a growingempathy gap between what consumers expect and what they Empathy is a skill– and a strategicadvantage Jamil Zaki Ph.D. Director of the StanfordSocial Neuroscience Lab Jamil Zaki, professor of psychology atStanford, is a leading expert on socialconnection, pioneering a new perspectiveon empathy as a learnable skill. His extensivework, including more than 100 peer-reviewedarticles and numerous awards, focuses Cultivating empathy throughscience, sentiment, and strategyhelps brands close the gap betweenconsumer expectations and Beyond academia, Professor Zaki activelyengages in public science communication.He's the author of critically acclaimed books"The War for Kindness" and "Hope forCynics". His popular TED and TEDx talks The findings of this report illuminate why empathic skills willcontinue to be a differentiator for companies and brands.Across industries, we identify an “empathy gap” between whatconsumers expect and what they are receiving. This gap isstarker in the era of generative AI. Large language models(LLMs) are already perceived as more empathic than humanlisteners in some blind tests, but consumers nonethelesscrave human connection. This survey found that while many The writer Maya Angelou once said, “people will forget whatyou said, people will forget what you did, but people will neverforget how you made them feel.” This is true of consumers as My work centers on understanding the intricate ways humansconnect, respond to, and care for each other. My research andthat of many others finds that empathy includes three distinctcomponents: cognitive empathy, our ability to understand Through tools like functional magnetic resonance imaging(fMRI), we've observed the physical manifestations of empathyin the brain and found that it relates deeply to human beings’ability to build relationships, and our tendency to help one In my opinion, trends including globalization, mental healthstrain, and polarization will continue to fray social fabric. Brandsthat engineer empathy into their systems, train it into theirpeople, and measure it as a core revenue driver will not only 1. All figures, unless otherwise stated, are from YouGov Plc, who also undertookthe fieldwork and carried out the survey. Total sample size was 11,560 adultsacross 11 markets (Australia, Brazil, Chile, Portugal, Switzerland, UK, U.S.,Germany, Italy, Malay