.jpg)
At the prestigious Cannes Lions International Festival of Creativity 2025, Conny Kalcher, Group Chief Customer Officer at Zurich Insurance, shared her insightful views on how artificial intelligence (AI) is revolutionizing customer experience and transforming the insurance industry.
Kalcher’s message was clear: while AI offers incredible opportunities, it must be used thoughtfully to enhance, not replace, human connections. Her approach reflects a growing trend among industry leaders to balance cutting-edge technology with authentic customer engagement.
AI as a Catalyst for Personalized Customer Journeys
Conny Kalcher emphasized that AI’s true value lies in its ability to deliver personalized, relevant experiences to customers at scale. By analyzing vast data sets, AI enables Zurich to understand individual customer needs and preferences better than ever before.
This helps the company tailor offers, communication, and support, creating a smoother and more satisfying journey for policyholders.
“AI is not about replacing people, but empowering them to deliver more meaningful experiences,” Kalcher explained.
Through AI-powered chatbots, predictive analytics, and automated claims processing, Zurich has been able to reduce response times and anticipate customer issues before they arise.
Human Connection Remains at the Core
Despite the advances in AI, Kalcher strongly believes that human empathy and trust are irreplaceable in insurance. She highlighted that customers want both efficiency and emotional reassurance especially when dealing with complex or sensitive matters like claims and risk management.
Zurich is investing heavily in training its customer-facing teams to complement AI tools with compassionate communication skills.
“Technology can streamline processes, but true loyalty comes from genuine human interactions,” she said.
Innovation and Creativity in a Regulated Industry
Cannes Lions is a hub for creativity, and Kalcher pointed out the challenges and opportunities of bringing innovation into a highly regulated field like insurance.
She discussed how Zurich encourages a culture of experimentation within strict compliance boundaries. By collaborating with startups, tech partners, and creative agencies, the company explores new ways to solve old problems such as improving accessibility and transparency.
“We are constantly pushing the envelope while respecting our responsibility to customers and regulators,” Kalcher noted.
Future Outlook: Building Trust in an AI-Driven World
Looking ahead, Kalcher envisions a future where AI and humans work seamlessly together to build deeper trust and engagement.
She called on the industry to focus on ethical AI use, data privacy, and transparency to maintain customer confidence.
“Trust will be the currency of the future. How we use AI will determine if we earn it,” she concluded.
Lessons for Businesses Beyond Insurance
Kalcher’s insights resonate beyond insurance. Across sectors, companies are grappling with integrating AI without losing the human touch.
Her message is hopeful yet pragmatic: technology can be a powerful enabler, but putting customers first listening, empathizing, and adapting remains the cornerstone of success.
.jpg)