The Business Case for Empathy and Human Connection | Conny Kalcher

Empathy is no longer just a leadership buzzword—it’s a business advantage. In this episode of The Empathy Edge, Maria Ross speaks with Conny Kalcher, Chief Customer Officer at Zurich Insurance Group, about Zurich’s groundbreaking global study, Addressing the Empathy Gap, and why empathy is becoming one of the most important drivers of customer loyalty and business growth. Based on insights from more than 11,000 consumers across 11 global markets, the study reveals that customers increasingly expect brands to understand, support, and connect with them on a human level—and they’re willing to leave when that doesn’t happen. Maria and Conny discuss how organizations can close the empathy gap, create stronger customer relationships, and use AI to enhance human connection rather than replace it. In this episode, you’ll learn: • Why customers leave brands that lack empathy • How empathy directly impacts revenue and retention • Why empathy can be taught and developed across organizations • How AI can support human-centered customer experiences • The importance of trusted long-term customer relationships • How empathy creates competitive advantage in modern business “We started out with the starting point that empathy can be taught, and if people get the right tools, they will also do the right thing.” — Conny Kalcher About Conny Kalcher: Conny Kalcher is the Chief Customer Officer at Zurich Insurance Group and a globally recognized leader in customer experience, loyalty, and empathy-driven business strategy. She is also a founding partner of the Net Promoter Score (NPS) and Loyalty Forum. Connect with Conny: Zurich Insurance Group: https://www.zurich.com/ LinkedIn:   / conny-kalcher-198ba5   Company LinkedIn:   / zurich-insurance-company-ltd   Resources Mentioned: • Zurich’s 2025 Report: Addressing the Empathy Gap https://www.zurich.com/sustainability... More from The Empathy Edge: • Anna Liotta: Understanding Generational Codes Connect with Maria Ross: Website: https://red-slice.com/ Books: https://red-slice.com/books Speaking: https://red-slice.com/speaker-maria-r... Follow Maria: LinkedIn: Maria Ross Instagram: @redslicemaria Facebook: Red Slice #TheEmpathyEdge #ConnyKalcher #Leadership #CustomerExperience #Empathy #AI #BusinessGrowth #CustomerLoyalty #LeadershipPodcast #EmployeeExperience