How Zurich Insurance is using AI to deliver a better customer experience

This event report describes how Zurich, the multinational insurance provider, has integrated artificial intelligence into its customer service offering.

How Zurich Insurance is using AI to deliver a better customer experience

Brian CarruthersWarc

"Insurance has lots of unhappy customers," according to Monika Schulze, global head of marketing at Zurich Insurance. And there's a huge gap between how customers experience companies and how companies themselves believe they are performing. While 80% of companies think they deliver a "superior" service, just 8% of customers agree.

One reason for the disconnect, Schulze told an audience at the Market Research in the Mobile World conference, is that most unhappy customers don't complain; and many will simply leave and not come back. "We...

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