In this episode of Ipsos' Customer Perspective podcast, host Helen Bywater-Smith is joined by Zaheed Thawer, Director of Global Customer Centricity at leading insurance provider Manulife, and Vik Sood, EVP and Service Line Leader of CX Canada at Ipsos.

Zaheed shares how Manulife is transforming the Customer Experience and redefining the role of insurance in customers' lives. Through innovative products, digital engagement, and human-centred design, Manulife is building deep, emotional connections that go far beyond the typical transactional relationship that most people associate with insurance. By harnessing technologies like gamification and leveraging partnerships that enable proactive health management, Manulife is interacting with customers dozens of times per month rather than just once or twice per year. This allows them to better understand and meet customers' evolving needs and expectations across different life stages and cultural contexts. We discuss the critical importance of empathy, both for customers dealing with challenging life events and for the frontline employees who engage with them. By equipping and supporting employees with the right mindset, capabilities, and wellbeing resources, insurers can drive better customer and business outcomes.

If you're interested in learning how a customer-obsessed culture, creative use of digital tools, and human touch can breathe new life into a traditional industry, this is a must-listen episode.

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