---
id: "entity-zurich-insurance"
type: "entity"
entityType: "organization"
canonicalName: "Zurich Insurance Group"
aliases: ["Zurich", "Zurich Insurance"]
source_timestamps: ["§ The Empathy Advantage"]
tags: ["corporate-case-study", "training-implementation", "insurer"]
related: ["concept-empathy-gyms", "question-measuring-empathy-roi"]
sources: ["adoption"]
sourceVaultSlug: "hbr-seg-adoption"
originDay: 9
articleStem: "hbr-edu-42-empathetic-leadership-ai-adoption"
sourceUrl: "https://hbr.org/2026/04/empathetic-leadership-can-make-or-break-ai-adoption"
sourceTitle: "Empathetic Leadership Can Make or Break AI Adoption"
---
# Zurich Insurance

**Role in this source:** Positive case study — the concrete proof point for scalable empathy training.

**Profile:** Zurich Insurance Group is a global insurer. Zaki cites it as having successfully implemented scalable empathy training (akin to [[concept-empathy-gyms]]) for **thousands of its claim workers**, which resulted in **improved customer experience and loyalty**. It is the most tangible evidence in the source that empathy training scales and pays off.

**Enrichment / confidence:** The case is cited qualitatively; specific ROI metrics, duration, and cost-benefit analysis are not provided — the gap flagged by [[question-measuring-empathy-roi]]. **Canonical reference:** zurich.com.