Speaking at Cannes Lions International Festival of Creativity 2025, Zurich Insurance Group Chief Customer Officer Conny Kalcher offered a considerate key note on how artificial intelligence (AI) is redefining the customer experiences and reinventing the industry.
Kalcher stated the obvious: AI is full of opportunities, but it should be used with sensitivity to amplify rather than replace human relationships. In a world where buzzword technology too often trumps authentic customer engagement, her strategy is increasingly part of the trend for industry leaders.
AI-A Powerhouse to Fuel Personal Customer Journeys
Conny Kalcher stressed that AI is really about being able ‘to deliver personalized, relevant experiences at scale to customers’. By processing massive data sources, AI allows for Zurich to get to know perfect customer needs and preferences more detailed than ever before.
This enables the company to soften the offers, communication and support so that policyholders have a further unobtrusive and gratifying journey.
“AI isn’t about replacing people, but giving them new resources to deliver richer experiences,” Kalcher said.
By deploying AI-based chatbots, predictive analytics and automated claims adjudication, Zurich has managed to speed up response times and pre-empt customer problems before they occur.
Human Element Remains Essential And yet, there remains the human side of things.
Kalcher It is, however, Kalcher believes there will always be a place for human empathy and trust in insurance. “People want to be efficient and emotionally reassured, particularly in the case of something complicated, or getting services around sensitive issues like claims and risk management,” she said.
Zurich is heavily training its customer-facing teams not to just process and leverage AI tools, but also in compassionate communication.
“Technology creates efficiencies, but real loyalty comes from human beings,” she said.
Innovations and Creativity in the Regulated Sectors
Cannes Lions is ground zero for creativity, so Kalcher talked about the tension and opportunity in introducing innovation to a heavily regulated category like insurance.
She talked about how Zurich promotes a culture of “try-it-and-see” within the confines of regulation. Working with start-ups, creative agencies and tech partners allows us to look for new approaches to solving old problems – like how we make things increasingly open and get better accessibility.
“We are always on the cutting edge with respect, of course, to our responsibility to customers and regulators,” Kalcher said.
What’s Next: Trusting in an AI-Enabled Future
When he looks into the future, Kalcher sees AI and humans working in greater harmony to develop trust and engagement.
She urged the industry to concentrate on responsible use of AI, data privacy and transparency in order to keep customers trust.
Trust will be the currency in the future. Whether we deserve A.I. will depend on whether we find a way to use it, she concluded.
Lessons for Businesses Beyond Insurance
Kalcher’s insights resonate beyond insurance. In sectors across the board, companies are struggling to incorporate AI without losing the human touch.
Her message is optimistic but pragmatic: Such tools can be good enablers, yet keeping a constant focus on customer first listening and empathizing and adjusting based on that feedback will continue to be the foundation of success.
