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Why Zurich uses AI to simplify customers’ lives, increase customer lifetime value

Monika Schulze

Improving customer lifetime value requires an understanding of customers' experiences as well as the appropriate emerging technology that can enable key strategies.

Monika Schulze, global head of customer and digital experience at Zurich Insurance, is clear about how best to improve the customer lifetime value within her organization. But before Schulze tries out her techniques, she always makes sure she understands the customer experience issue at hand.

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