Forty percent of policyholders have no interaction with their insurer each year. Conny Kalcher, Zurich’s Chief Customer Officer, reframed that inactivity not as a compliance problem, but as a massive growth opportunity. Her “Beyond Protection” model is transforming the 63,000-employee Zurich Insurance Group from a reactive crisis responder into a proactive partner.
On this week’s episode of The Modern Customer Podcast, Conny shares the strategic framework she applied, leveraging decades of success at The Lego Group to transform Zurich Insurance. She details how she gained executive buy-in—by proving that to truly embed customer focus, leaders must “speak finance,” linking CX success directly to measurable KPIs on the balance sheet.
Key Strategies and Takeaways:
- The “Beyond Protection” Model: Providing continuous value through prevention and support to actively engage the 40% of customers who represent untapped growth potential.
- Financial Alignment as a Mandate: How Conny partnered with the Chief Finance Officer to establish a new KPI, moving CX from a subjective cost center to a “hard, measurable area” linked directly to financial outcomes.
- Training Empathy for Measurable Results: The innovative use of actors in training to raise emotional handling competence in difficult claims scenarios, driving measurable increases in customer satisfaction.
- AI for Efficiency and Clarity: The deployment of a proprietary AI tool to instantly translate complex, jargon-filled policy language into clear, consumer-friendly communication, significantly boosting service speed and comprehension.
🎧 Tune in now and learn the strategy to drive business impact and discover how to scale a human-centric CX vision across a global 63,000-employee enterprise!
Stream now on Apple Podcasts, Spotify or your favorite podcast platform.
Blake Morgan was called “The Queen of CX” by Meta. She is a customer experience futurist and author of three books on customer experience. Don’t miss her new book, “The Eight Laws of Customer-Focused Leadership.” To learn more visit www.8CXLaws.com.
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