Should I give my clients my personal cell number ?

In this weeks Episode, I got the chance to talk to my brother, my homie, my main man, Casey Nelson of Agency X and Eclipse Insurance. We talked about a major career shift, returning to the agency side with Eclipse Insurance, and why that move is giving him a new lens on what  works and what doesnt inside an agency. They also dig into Agency X, Casey and Jessica Holder’s upcoming behind the scenes podcast about fixing real agency problems in real time. Think, Reality TV meets VLog, meets Podcast, and all rolled into some entertaining and Educational Content built for insurance agencies.  A big part of the conversation centers on the tension between old school workflows, modern automation, and AI, plus how agencies can adopt technology without creating chaos. Let me be real , this one gets SPICY, QUICK!!  Timestamps00:00 - Welcome to Insurance Town and sponsor rundown  02:25 - Casey joins the conversation and catches up with Heath  08:51 - Why agency owner alignment on process is non negotiable  09:46 - Paper workflows, printed emails, and missing documentation  14:07 - Why no insurance tech is truly ready out of the box  15:04 - Preparing clients for AI driven service changes  20:28 - Front door theory and getting everything into the ecosystem  22:24 - Why agents should stop using personal cell phones for business  24:14 - Relationship business vs order taker mentality  27:10 - The value of honest staff feedback on workflows  31:17 - How AI adoption has changed since the Zapier era  32:26 - Why agencies that resist tech risk falling behind  37:46 - AI fatigue and why younger generations may push back  39:21 - Why agencies should map pain points before buying AI tools  40:22 - Change one variable at a time and keep a baseline  41:38 - What is agency X  47:40 - Casey’s ITC speaking opportunity  49:10 - What Casey will talk about at ITC  50:42 - Why the agent and vendor halls at ITC are worth the trip  51:38 - ITC promo code details and closing thoughts  52:32 - Final thanks, future guest host plans, and signoff Sponsors: Canopy Connect  1Fort AI Viva Virtual Solutions