Ahead of our Insurance CX Awards 2024, Modern Insurance Magazine caught up with Daryn Robinson, Founder & CEO at AllThingsCX, to catch up on new developments in the world of CX telephony since the last time we caught up back in April 2023.

Q. Hello, Daryn; it’s great to catch up!

This is the second year in a row that you’ve been involved with Modern Insurance Magazine’s eclectic events calendar! What have you been up to since we last saw you?  

A. Since our last encounter, I’ve been focused on exploring new avenues for enhancing customer experiences within the insurance industry. My team and I have refined our strategies and solutions to adapt to the ever-evolving CX landscape.

Q. What about things over at AllThingsCX? What’s new over there?

A. At AllThingsCX, we’ve continuously innovated to provide tailored CX telephony systems that cater to SMBs and larger insurance firms. We’ve invested in technology and expertise to ensure seamless communication solutions that align with the unique needs of different businesses.

Q. How are you tailoring your telephony systems for SMBs as well as larger firms?

A. Our approach involves customisation and scalability. For SMBs, we offer cost-effective and easy-to-implement solutions that provide efficiency without overwhelming resources. We provide robust, feature-rich systems for larger firms that can handle complex communication requirements. The key is flexibility and adaptability to suit our client’s specific size and demands.

Q. In your opinion, what does 2024 look like for the CX landscape in insurance? Any key trends you’ve identified recently? 

A. In 2024, the CX landscape in insurance is poised for significant transformation. I’ve observed a growing emphasis on personalised experiences, integration of advanced technologies like AI and chatbots for customer interactions, and an increased focus on data analytics to drive informed decision-making. It’s an exciting time for those who embrace these changes.

Q. You’re certainly no stranger to the Insurance CX Awards! Which aspect of the night are you most looking forward to? 

A. I look forward to networking opportunities and connecting with industry leaders and innovators. The Insurance CX Awards bring together a diverse group of professionals, and it’s inspiring to see the remarkable achievements and innovations recognised and celebrated within the field.

Q. If you could offer one piece of advice to the award winners, what would that be and why?

A. My advice to the award winners would be to never to stop listening to your customers. Great customer experiences are built on deeply understanding their needs and preferences. Keep seeking feedback, stay agile in adapting to changing customer expectations, and always strive for excellence in delivering exceptional service. Remember that winning an award is a testament to your dedication, but it’s just the beginning of your journey towards customer-centric excellence.

To find out more about AllThingsCX, visit their website here.