Humanizing a Legacy Brand: From LEGOs to Insurance with Conny Kalcher

Episode notes

What if you could transform your organization's customer experience while keeping empathy and the human element at its core? In this episode of Humanity at Scale , host Bruce Temkin is joined by Conny Kalcher , Group Chief Customer Officer at Zurich Insurance Company , to discuss reimagining customer experience in large organizations. They explore moving beyond transactions to build meaningful, empathetic customer relationships. Conny shares how Zurich leverages AI to support, not replace, human connections, embeds empathy into its culture, and uses co-creation to drive transformation. From empowering teams to fostering prevention-focused services, the discussion reveals how customer-centric leadership fuels innovation and long-term trust. A must-listen for anyone navigating digital transformation while keeping humanity at the heart of business.