Modern Insurance Magazine recently caught up with Kira Boerst, Sales Executive at AllThingsCX, to discuss the intricacies of her role, her journey into CX, and emerging trends in this area of the market.

Q. Hi Kira!

Let’s start by talking about your role at AllThingsCX. What do you do, and what do you find most interesting about it? 

A. I work in Sales Enablement at AllThingsCX, a specialised tech consultancy that focuses on cloud telephony and business communications. We help businesses transform connect with their customers, specifically through contact centres and user experience. My primary focus lies in fostering business growth and expanding our outreach.

In my role, I am responsible for shaping our sales strategy, as well as prospecting and acquiring new clients. One of the most captivating aspects of my job is the diverse range of personas I engage with. Even when segmenting within a single sector, I encounter a multitude of unique individuals, each possessing distinct communication styles and outreach preferences. I find it very exciting that I also get to educate businesses about the benefits of Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS). This gives power to the businesses to thrive in a digital age, as well as enhance customer experiences.  

Working in Sales demands a profound understanding of people because you never quite know who you’ll be meeting. While there may be a common misconception that Sales is solely about ‘selling,’ it truly hinges on cultivating relationships and resolving challenges for individuals and their organizations. I take immense pleasure in connecting with new people and assisting them in addressing their business needs. It’s about identifying their pain points and being able to provide solutions for them.  

Q. So, how did you end up working in this sector? 

A. It’s rather amusing, considering my previous background was primarily in equestrian pursuits. I had always harboured a desire to transition into the Tech industry, primarily due to its ever-evolving nature and the flexibility it offers. Upon completing my Master’s degree in London, I came across an opportunity through a mutual connection. I decided to apply for the position, and I was fortunate enough to secure a foothold in the world of Cloud Telephony. I was drawn to this role because of its customer-centric focus. Regardless of the industry, customer experience is a pillar that defines a business’s reputation and can determine customer retention and reviews. I took this role because of the responsibility and challenges that came with it, including diving into a new sector, forming new relationships, and actively contributing to business growth. Technology and its potential were particularly exciting to me. 

Thus far, my experience in this field has been immensely rewarding. While there definitely was a learning curve to navigate, the journey has been incredibly enjoyable. I find it fascinating to witness the vast array of technologies available and how they can enhance the efficiency and cost-effectiveness of businesses and the lives of individuals. This industry truly has the potential to drive remarkable improvements for people’s lives.  

Q. Thus far, what has been your most significant or proudest achievement in your current or previous roles?

A. I must honestly admit that my proudest career achievement is still on the horizon. I’m optimistic about the impending deal we’re currently negotiating with a prospective business partner. Once this agreement is finalized, we’ll effectively address several critical pain points that have been affecting their operations. These challenges include subpar audio quality, unreliable service, the need to reduce the number of devices, and concerns about data security. 

We’ve been able to demonstrate the myriad advantages that our solution brings to the table, such as a unified communication platform, higher quality calls, the establishment of a cohesive communication ecosystem throughout the organization, and a significant enhancement in our overall security posture. 

Q. If you could go back to the start of your professional career, knowing what you now know, what piece of advice would you give to yourself?

A. That’s an excellent question, and, from my current perspective, I would underscore the paramount importance of relationships and emotional intelligence. A robust and meaningful network is essential in all facets of life. Ultimately, it comes down to the individuals in your circle and your capacity to engage with these connections when needed. 

Moreover, what truly resonates with me about ATCX is our commitment to empowering other businesses to cultivate empathy for their customers. We strive to help companies understand how their customers perceive their interactions, fostering a more customer-centric approach. 

Building on that notion, even though it may sound cliché, I’d stress the importance of not being afraid to fail. In the past, I used to be petrified of making mistakes and encountering rejection. However, as I’ve matured, I’ve come to realize that it’s far better to put yourself out there and try, even if there’s a chance of failure (or success). There’s an abundance of lessons to be learned from what we might label as ‘failures,’ and these experiences often pave the way for new successes in the future. 

Q. What does great customer experience look like to you? 

A. Customer Experience, in my opinion, revolves around empowering the customer to engage with a business on their own terms. This means providing customers with the flexibility to interact through various channels, such as phone, website and more, enabling them to exercise choice and control over the process. 

Building on this, I firmly believe that timing is a critical element of a great customer experience. Exceptional customer experience is characterized by efficiency, reliability, and the ability for customers to swiftly address their problems or questions. Unfortunately, many businesses might believe they are delivering excellent CX when, in reality, they need to step into the customer’s shoes and experience the interaction from their standpoint. Not only is good CX celebrated, but bad CX is also discussed. Consequently, businesses must decide which end of the spectrum they aspire to be on.

Q. What emerging trends in customer experience are really making waves at the moment? 

A. In today’s dynamic landscape, customer preferences have shifted towards online interactions, driven by the dwindling human attention span and a desire for swifter responses. Thankfully, the business world is witnessing exciting advancements that empower companies to harness and leverage agent intelligence for real-time customer engagement. 

I’ve observed that AI chatbots have evolved into indispensable tools for businesses. Customers now expect round-the-clock availability, a trend that not only saves valuable time and resources but also diminishes reliance on live agents, ultimately elevating contact centre efficiency and enabling businesses to streamline their operations. You can read more about these trends here. 

Q. Finally, what would be your predictions for the industry in 2024 and beyond? 

A. My predictions for 2024 are that many businesses will move away from traditional meetings, opting for more contextual meetings designed to reduce friction, eliminate administrative overheads, save time, and enable employees to remain focused on their core responsibilities. The future entails fewer, more efficient meetings which some businesses are already adapting to, especially post-pandemic. 

To enhance contextual meetings, employees need an all-in-one platform that integrates team messaging, video, phone, and customer service. This unified solution enables seamless channel switching, pre-meeting information access, and full preparedness. ATCX offers the Implementation Pro, where businesses with under 300 users only pay for RingCentral licensing. We provide a free consultation, assist with RC implementation, and offer 3 months of post-service support. Reach out to learn more about this unbeatable offer! 

To find out more about AllThingsCX and how they can help customer experience in your business, visit their website here.