Zurich Insurance Group has unveiled a global study revealing that empathy is a crucial factor for businesses seeking a competitive edge. Conducted in collaboration with Professor Jamil Zaki from Stanford University, the report titled “Addressing the Empathy Gap” highlights a significant disconnect between consumer expectations and their experiences with businesses. The study, based on a YouGov survey of over 11,500 consumers across 11 countries, underscores the importance of empathy in customer interactions.
The findings show that 73% of consumers avoid companies that fail to demonstrate empathy, with 43% having switched brands due to a lack of empathetic engagement. Furthermore, 61% of respondents expressed willingness to pay more for brands that genuinely care. The study also reveals that whilst artificial intelligence (AI) is recognised for its utility, 71% of consumers believe it cannot replicate genuine human connections, and 92% prefer direct human interaction over 24/7 availability.
The report emphasises the need for empathy, particularly in financial services, where 88% of consumers deem it important, yet only 63% feel the industry meets this expectation. Conny Kalcher, Zurich’s Group Chief Customer Officer, stated, “Empathy is key to shaping customer experience and building lasting relationships.”
Zurich’s Global Empathy Training Programme, co-designed with Be Human Partnership, has seen 26% of its global employees complete nearly 46,000 hours of training since 2023. This initiative has led to measurable improvements in customer advocacy and loyalty, with a 7-point rise in the Transactional Net Promoter Score from January 2024 to June 2025. The study advocates for integrating empathy into business strategies to foster trust and sustainable growth.
