Online Skills Development: "Hello, Empathy" a Zurich Success Story

Despite already having a reputation for exceptional work-life balance and being named a Top Employer for 16 consecutive years, Zurich Insurance Group aspired to cultivate a cultural change towards an even more empathetic workplace culture. Their mission was to enhance the well-being of their front-end teams by addressing the stress and challenges tied to difficult conversations. By equipping employees with the skills to navigate these challenging interactions, the goal was to improve the experience of their clients and mediators, leading to higher satisfaction scores.

ADITIO, a Barcelona-based eLearning services provider and ELB Learning Partner, was commissioned by Zurich in Spain to create and deliver a mentoring program focused on improving employees' emotional well-being and relationships with clients. This program was a crucial part of the cultural transformation project "Hello Empathy!". For this purpose, the key element was ELB Learning's asynchronous video-based coaching tool, Rehearsal, which provided the flexibility to mold the program according to individual time schedules and personal needs.

The program focused on improving employees' emotional well-being and relationships with their clients, offering tailored solutions for all teams within the organization. "Hello, Empathy" received the 2023 special award from the Spanish Institute of Change Management.