410: Practitioner Stories: Zurich Insurance Transforms CX With AI

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