Today’s interview is with Conny Kalcher, Group Chief Customer Officer at Zurich Insurance. Conny joins me today to talk about her ambitions for Zurich to become the “Apple of Insurance”, her guiding philosophy around customer retention and revenue, how they are building customer loyalty and a human connection in an increasingly competitive landscape and some of the big trends and technologies that will drive and shape the future of customer experience. This interview follows on from my recent interview – If it matters for your customer, it’s important – Interview with Tara DeZao, Simon Thorpe and James Dodkins of Pega – and is number 516 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.