Zurich's Chief Customer Officer on Taking Insurance Beyond Protection

Forty percent of policyholders have no interaction with their insurer each year. Instead of seeing a compliance gap, Zurich's Chief Customer Officer, Conny Kalcher, saw a massive growth opportunity.

This week on The Modern Customer podcast, Conny reveals the high-impact strategic framework she applied, leveraging decades of success at The Lego Group to transform Zurich Insurance. Her strategy, "Beyond Protection," is converting the global insurer into a proactive, human-centric partner.

Learn how Conny gained C-suite alignment by proving leaders must "speak finance," linking CX outcomes directly to measurable KPIs on the balance sheet. Tune in now!

Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today's Customer.

Follow Blake Morgan on LinkedIn

For regular updates on customer experience, sign up for her weekly newsletter here.