Learn How Zurich Insurance Turned their customer experience into Multi-Million Business Growth
Conny Kalcher
Chief Customer Officer, Zurich Insurance Group
Most organisations can show you satisfaction scores. Very few can tell you what those scores actually change, in retention, loyalty, or actual financial performance.
Conny changed that equation.
Tasked by the CEO to make CX a driver of sustainable growth, she architected a system that treats customer experience as a financial discipline.
Key results under her leadership:
• Unified 75 million customer records into a single global database
• Replaced sentiment metrics with value-creation metrics
• Operationalised empathy at scale across 65,000 employees
• Moved CX from "programme territory" into standard operating procedure
Before Zurich: Three decades at LEGO in product innovation, brand marketing, digital, games and TV.
What Conny Will Share
This is the playbook for making CX matter where decisions are made. Conny will walk through the specific mechanisms, metrics, and governance models that shifted Zurich’s CX function from "reporting scores" to "driving growth."
By the end of this session, you'll know how to:
Prove CX impact in terms your CFO and board will trust
Translate CX ambition into standards and behaviours leaders can actually manage and measure
Dial up emotional communication and use empathy as a practical lever for better outcomes, not a soft value
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