Humanising innovation: customer-centric transformation at Zurich Insurance

About this episode

The episode discusses how Zurich Insurance is transforming customer experience through innovation and AI with insights from Conny Kalcher.

Join Dr. Nicki Morley as she sits down with Conny Kalcher, Group Chief Customer Officer at Zurich Insurance, to explore how the company is redefining customer experience through innovation, digital transformation, and the thoughtful use of AI. Discover how empathy, clear communication, and a relentless focus on customer needs are driving their journey, from revitalising the brand and launching service innovations to empowering employees with new tools and training. Tune in for practical examples, lessons learned, and advice for responsibly embracing AI, while keeping the human touch at the heart of insurance. Hosted on Acast. See acast.com/privacy for more information.

People in this episode

Host: Dr. Nicki Morley

Guest: Conny Kalcher

Topics covered

• customer experience
• innovation
• digital transformation
• AI
• empathy
• employee empowerment

Keywords

• customer-centric
• digital transformation
• AI
• insurance
• innovation
• empathy
• employee training

Mentioned in this episode

Organizations: Zurich Insurance

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