The CX Cast 410: Practitioner Stories: Zurich Insurance Transforms CX With AI
Jul 1, 2025
Conny Kalcher, Group Chief Customer Officer of Zurich Insurance, spearheads the drive for customer-focused transformation through AI. She highlights how Zurich is enhancing claims processing and internal communications with empathy and transparency. Conny shares insights on building strong AI capabilities, empowering employees, and using a playful approach to encourage adoption. The discussion includes measuring AI's impact on customer satisfaction and the balance between automation and ethical considerations. Tune in to learn how Zurich revolutionizes the insurance landscape!
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Human First AI Strategy
- Zurich's AI strategy centers on a human touch emphasizing empathy, transparency, and reliability.
- AI aids customers but humans oversee processes to avoid bias and maintain trust.
AI Speeds Up Claims Processing
- Zurich uses AI in claims to quickly approve simple claims and flag complex or fraudulent ones.
- This results in faster processing and better allocation of human oversight where needed.
Smart Automation Boosts Efficiency
- AI smart automation extracts key info from complex commercial insurance documents to reduce handling time by 40-60%.
- This efficiency benefits customers with faster interactions and improves company performance.