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 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.
🗣️ Meet your speakers:
Agata Milosz is an accomplished Change Manager with extensive experience in leading organizational transformation initiatives. She has been instrumental in driving cultural change towards a more empathetic workplace. She holds an Executive MBA in Business Administration and Management from OBS Business School and a Master of Science (MSc) in Civil Engineering from Politechnika Gdańska (2001-2006). She is also a certified HCMBOK® 3G Practitioner from the Human Change Management Institute and a Prosci® Certified Change Practitioner.
Francisco de Andrés is a L&D professional with a broad experience in helping corporations, particularly in the finance vertical, develop their human resources in order to achieve strategic and business goals, with a human centric focus aimed to improve the work-live balance of the people. He is an Economist from the University of Barcelona, holds several postgraduate degrees in finance and is also a University of Barcelona associated professor of international finance.
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