Zurich appoints first customer officer to transform digital experience

Zurich Insurance Group has launched a new initiative to transform and spearhead its digital customer experience, and help drive profitable growth in the future.

The company has created a new customer office and appointed Conny Kalcher from MindFolio, an innovation and analytics consultancy based in London and Chicago where she was partner since 2018, to lead its operations. Kalcher has held many senior global roles at the LEGO Group for two decades.

As chief customer officer of Zurich, Kalcher will ensure the delivery of a unique and distinctive customer experience. She will start in her role on July 1, reporting directly to the Group CEO.

Mario Greco, group chief executive officer, said: “The digital era is driving significant change and a transformation of customer experience in the market place. This is a transformation that has already begun, delivering a number of company-wide initiatives to improve customer satisfaction and to drive profitable growth. We are delighted that Conny is joining us on our journey to accelerate the Group’s transformation and spearhead the digital customer experience, which will be reflected in Zurich’s brand refresh.”