Modern Insurance Magazine recently sat down with Tristan Thompson, Cloud Voice Consultant at AllThingsCX, to discuss the intricacies of his role, the projects he has in the pipeline at the moment, as well as what great CX looks like from an insider perspective…

Q. Hi Tristan! Let’s start by talking about you and your role at AllThingsCX. What does your job entail, and how did you get into this line of work?

A. First, it’s important to understand what we do over at AllThingsCX. We are at the forefront of transforming how businesses connect with their customers, with a core focus on contact centres and business telephony. We specialise in Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS). Our goal is to enhance customer experiences, streamline communications, and empower businesses to thrive in a digital age.

As for my role, I’m deeply involved in the engineering of telecommunications systems, design, and various project-related activities, with a particular focus on platforms like RingCentral and Microsoft Teams. I’ve been fortunate to work in this dynamic industry for over 8 years, and my journey here began through my previous experience in IT service delivery.

Q. What is your primary focus at AllThingsCX at the moment?

A. My primary focus is the design, discussion, advice, build and implementation of telephony solutions for our wide variety of customers that are transitioning from legacy telephony platforms to fully cloud based solutions. In this position, customer experience is woven into every aspect of my work. I work closely with our clients to understand their unique communication needs, ensuring that the solutions we design and implement align with their specific requirements and preferences. This customer-centric approach ensures that the telephony solutions we provide not only meet technical demands, but also contribute to an improved overall customer experience.

Q. What does great CX look like to you?

A. Great customer experience, in my view, encompasses more than just following industry best practices. At ATCX, we believe that excellent CX begins with a deep understanding of our customers’ unique needs and challenges. It means going beyond simply knowing our product inside and out; it’s about applying that knowledge to ensure our customers derive the maximum value from their investment.

In the contact centre world, great CX means delivering not just a product or service, but a partnership that fosters trust, satisfaction, and exceptional value between our clients and their end customers. It’s about helping them create seamless, efficient, and customer-centric interactions that build lasting relationships.

Q. How do you think customer experience is evolving at the moment, and why?

A. In the ever-changing landscape of customer experience, we are witnessing a significant digital shift towards customer-centricity. I firmly believe that this transformation is being fuelled by the dynamic interplay of evolving customer expectations and remarkable technological advancements.

Nowadays, customers no longer settle for mere transactions; they crave personalised, relationship-focused interactions combined with digital marvels, such as self-service options. Consequently, businesses – including contact centres like ours – are agile and adaptable, primed to embrace these shifting customer preferences. In fact, we recently published a report on these customer service trends, that you can read here. Our mission is clear: to provide more engaging, seamless, and enriching telephony experiences which resonate deeply with our valued clientele.

About AllThingsCX:

AllThingsCX is a specialised project consultancy, helping businesses filter through the complexity involving Unified Communications/Contact Centre as a Service (UCaaS/CCaaS) transformations.

We offer a versatile service so that we can cater to the needs of all clients and take advantage of innovative and easy-to-use cloud-based technologies. It’s our goal to help every client optimise their communications systems so that they can maximise efficiencies and improve business practices.

We are supported by world-class vendors, providing businesses with valuable advice from selection to full on-site integration and migrating operations to the cloud.

We have a combined experience of thousands of unified communications transformations, contact centre modernisation programmes, and managed lifecycle solutions.

Our experts will become valued members of the team, offering strategic advice, and helping you to optimise your communication platforms

We aim to deliver a first-class service to all clients, as we conduct ourselves in a professional manner and help you to achieve your goals.

Sound good? Visit our website for more information.