Generali: Unrelenting customer focus at global scale

Generali, the world’s third-largest insurance company, has shifted its focus to a customer-centric model, moving away from being a “product factory.” By leveraging insights from Medallia, they identified key pain points and initiated structural changes across their global operations, engaging 74,000 employees and 54 business units. This transformation aims to enhance customer loyalty, as promoters significantly contribute to revenue and retention.