Punk CX: Customer Experience Insights with Adrian Swinscoe Building customer loyalty and a human connection in an increasingly competitive landscape - Interview with Conny Kalcher of Zurich Insurance
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Sep 16, 2024 Conny Kalcher, Group Chief Customer Officer at Zurich Insurance, shares her vision of transforming insurance into the 'Apple of Insurance.' She discusses building emotional connections and the significance of data and empathy in customer loyalty. The conversation highlights the role of AI and ethical practices in enhancing customer experiences while avoiding aggressive sales tactics. Kalcher also differentiates between transformation as a project and evolution as a continuous journey, emphasizing the need for ongoing change to meet modern customer expectations.
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Emotion Beats Technical Strength
- Zurich aims to be emotionally relevant, not just technically competent, to win customer love.
- Conny argues insurance must show real value and adapt to customers' changing choices.
Measure Retention In Financial Terms
- Link customer metrics to financial outcomes by collaborating with finance to measure Net Revenue Retention.
- Use that metric to show how retention and behavior drive gross written premiums and earned growth.
Go Where Customers Are
- Spend time with customers and frontline staff to hear real problems rather than rely solely on reports.
- Bring that voice into the organisation to avoid projects that only serve internal priorities.