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Building customer loyalty and a human connection in an increasingly competitive landscape - Interview with Conny Kalcher of Zurich Insurance

Punk CX with Adrian Swinscoe

CHAPTER

Transforming Insurance Through Customer Connection

This chapter examines how a traditional insurance company is evolving to meet modern customer needs and expectations by building emotional connections. It emphasizes the importance of aligning marketing with finance and understanding both external and internal customer perspectives. The discussion highlights the role of data, empathy, and genuine interactions in fostering customer loyalty and enhancing overall experience in a digital age.

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