Conny Kalcher
Group Chief Customer Officer of Zurich Insurance. She is driving customer-focused transformation with AI, emphasizing empathy, transparency, and reliability.
Best podcasts with Conny Kalcher
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Sep 16, 2024 • 47min
Building customer loyalty and a human connection in an increasingly competitive landscape - Interview with Conny Kalcher of Zurich Insurance
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.
Jul 1, 2025 • 30min
410: Practitioner Stories: Zurich Insurance Transforms CX With AI
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!
