Conny Kalcher with Rory Sutherland on customer loyalty, human connection and building trust at scale

<p>Conny Kalcher, Chief Marketing Officer at Zurich, joins Rory Sutherland to explore why most companies get customer experience wrong.</p><p><br></p><p>After decades at LEGO and now at one of the world’s largest insurers, she explains how businesses drift into short-term thinking — and what it takes to shift back to building real, lasting relationships.</p><p><br></p><p>During her time at LEGO, she helped expand the brand beyond children into a global creative platform, unlocking new audiences and deeper engagement. In her current role at Zurich, she’s applying that same thinking to transform a 150-year-old organisation from product-led to customer-led.</p><p><br></p><p>From training empathy across 60,000 employees to using AI to simplify thousands of customer interactions, this episode is about turning “customer-first” from a slogan into a system.</p><p><br></p><p>They explore trust, retention, human behaviour, and why the companies that win are the ones that stay valuable over time.</p><p><br></p><p>Follow Rory</p><p>Instagram: @rorysutherland_clips</p><p>TikTok: @Rorysutherlandclips</p><p>X: @rorysutherland</p><p>LinkedIn: in/rorysutherland/</p><p><br></p><p>Follow Elfried</p><p>Instagram: @elfriedsamba</p><p>LinkedIn: in/elfriedsamba/</p><p>https://www.butterflyeffect.xyz/</p><p><br></p><p>Follow Conny Kalcher</p><p>LinkedIn: in/conny-kalcher-198ba5/</p><p>X: @ConnyKal</p><p><br></p><p>A Sassy+ original podcast series</p>