29 - 30 November , 2016
Hong Kong

Fiona Kwok


Chief Propositions Officer
Zurich Insurance Hong Kong


09:50 Case Study: Effectively Capturing the Voice of Your Customers: The Zurich Transactional Net Promoter Score (T-NPS) Case Study

  • Getting closer to your customers: Measuring the level of customer advocacy at key touch points
  • How does Zurich T-NPS compare with traditional VoC in the delivery of customer experience?
  • Digital voice of the customer: Collecting customer feedback on digital platforms
  • Improving T-NPS Score by 80% in one year : Actionable insights from Zurich’s VoC strategy


Check out the incredible speaker line-up to see who will be joining Fiona.

Download The Latest Agenda