Conny Kalcher, Group Chief Customer Officer of Zurich Insurance, discusses the transformative role of AI in customer experience with us. Conny shares insights into Zurich's journey towards becoming more customer-focused, emphasizing the importance of empathy, transparency, and reliability in AI applications. From speeding up claims processing to enhancing internal communications, discover how Zurich is leveraging AI to benefit both customers and employees.
Featuring:
Conny Kalcher, Group Chief Customer Officer of Zurich Insurance
Show Notes:
Conny Kalcher, Group Chief Customer Officer of Zurich Insurance, discusses the transformative role of AI in customer experience with us. Conny shares insights into Zurich's journey towards becoming more customer-focused, emphasizing the importance of empathy, transparency, and reliability in AI applications. From speeding up claims processing to enhancing internal communications, discover how Zurich is leveraging AI to benefit both customers and employees. We discuss:

How Zurich built strong internal AI capabilities and used a "show, don't tell" approach to increase adoption
Zurich's human first AI strategy and how it empowered employees
How Zurich measured AI's value across multiple dimensions

With:
Martin Gill, VP, Research Director