This week’s guest on our ongoing AI Success Factors series is Gero Gunkel of Zurich Insurance. Until recently, he was the Global Head of Artificial Intelligence for Zurich Insurance, and he is now the COO of Zurich’s Customer Active Management or ZCAM. In today’s episode, Gero discusses one particular use-case in helping to handle the extreme volumes of customer support inquiries that Zurich receives during certain seasons. There are two main takeaways: first, where to find the low-hanging fruit for customer experience applications for AI, and second, how to “think big and start small” from an actionable steps level in a way that achieves a measurable ROI. If you are in the financial services industry or interested in more related use-cases, be sure to subscribe to our other program called “The AI in Financial Services Podcast” on your preferred podcast platform to gain industry insights from enterprise leaders.