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Zurich’s Head of Customer and Digital champions her AI investment

Monika Schulze

Monika Schulze has championed AI investment to revolutionize Zurich's customer experience programs, but choosing when and where to implement AI is equally as challenging.

In this full interview clip, Monika Schulze, head of customer and digital at Zurich Insurance, opens up about the value of emerging technologies such as AI on customer experiences. Simpler processes, quicker transactions, time saved: Schulze is fast to list the benefits she is already seeing within the business, always reverting back to the value each brings for end-users. It is not a silver bullet, however, so when is AI investment appropriate and when is it a distraction?

This interview is part of Hot Topics’ Beyond Technology series, powered by Contact Engine.