The Angus & Pete Show CX podcast

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Ep 25 | CX Insider: Phil on Sales Engineers 39:28

for 15 hours siden39:28

39:28

In this episode, Angus and Pete talk to Phil about his extensive experience in sales engineering. He emphasizes the evolution of the sales engineer's role, the importance of understanding customer needs, and the critical nature of collaboration with product management. The conversation also covers the significance of demos, navigating RFPs, and the training and development of sales engineers. Phil shares valuable insights and pearls of wisdom for those in the sales engineering field. Takeaways Understanding customer needs is crucial for effective sales. Demos should be tailored to the customer's specific requirements. Building relationships with customers is key to success. Collaboration with sellers and product management is vital for sales engineers. Training and developing sales engineers is an ongoing process. Listening and asking the right questions can lead to better outcomes. The sales engineering landscape is changing with the introduction of new technologies. Keywords customer engagement, sales engineering, demos, RFPs, product management, training, sales relationships, customer needs, sales process, technology…

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Ep 24 | The Outbound Odyssey 26:04

for 8 dager siden26:04

26:04

In this episode, Angus and Pete discuss the evolution and current state of dialers in CX and contact centers. They cover a bit of background, the various modes of dialing, the impact of digital channels on customer communication, and the integration of outbound voice and digital strategies to enhance customer experience. The conversation highlights the importance of understanding regulations and the need for a seamless customer journey across different communication channels. Takeaways Dialers are still very relevant in customer engagement strategies. Digital channels are becoming the default for customer interactions. Asynchronous message channels see higher engagement rates than voice calls. Voice communication remains the go-to for urgent matters. It’s not about “what channel?”, but “how do you use them all together?" Successful outbound uses a digital first approach Digital channels + outbound voice could make the inbound CC obsolete. Keywords Customer Engagement, Dialler, Dialers, Digital Channels, Customer Experience, Outbound Calls, Predictive Dialling, Dialing, Voice Communication, Asynchronous Messaging, Customer Satisfaction, CX…

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Ep 23 | AI Business Benefit: Is it Here Yet? 29:03

for 15 dager siden29:03

29:03

In this episode, Angus and Pete look at the impact AI is really having on the CX industry and people, jobs and the customer experience. The conversation highlights the need for a clear understanding of current capabilities and the challenges faced in data management and legal considerations. Ultimately, they emphasize the importance of a strategic approach to AI in customer engagement encompassing employee training and cultural change. Takeaways Evidence of AI delivering significant business benefit is still hard to find. A lot of vendor claims seem unrealistic and lack context. Study shows no clear evidence of AI reducing labour costs. Businesses see more benefits when employers encourage AI use. A strategic approach to AI is necessary for real benefits. Training and cultural change will drive effective adoption of AI tools. Understanding current state is crucial for accurate ROI predictions for AI. Data quality is a significant challenge for AI deployment. Many organisations see security and privacy as the top challenge in AI deployment. Keywords customer engagement, CFO, financial metrics, ROI, project viability, compliance, opportunity cost, resource allocation, business case, customer experience…

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Ep 22 | Sign-off: The CFO 29:56

for 22 dager siden29:56

29:56

In this episode, Angus and Pete focus on the critical role of CFOs in evaluating business proposals. The conversation highlights the need for CX and Contact Centre sellers to articulate their proposals in a way that resonates with financial stakeholders, ensuring that all aspects of a project are thoroughly considered before seeking approval. Takeaways Highlight Strategic Alignment: Clearly demonstrate how the project aligns with the organization's strategic objectives (e.g., market expansion, operational efficiency, or innovation) and delivers measurable business value. Emphasize Financial Viability: Provide a detailed financial analysis, including ROI, TCO, payback period, and potential cost savings or efficiency gains. Ensure assumptions are realistic and supported by data. Address Risks and Mitigation: Outline key risks (financial, operational, or market) and provide robust mitigation strategies. Projects with an acceptable risk profile and clear contingency plans are more likely to be approved. Show Scalability and Long-term Benefits: Demonstrate how the project positions the company for future growth, supports scalability, and adapts to evolving market or technological trends. Consider Stakeholder Perspectives: Incorporate insights from the CEO (strategic vision), CIO (technological feasibility and security), and other key stakeholders to present a well-rounded case that addresses all critical evaluation criteria. Keywords customer engagement, CFO, financial metrics, ROI, project viability, compliance, opportunity cost, resource allocation, business case, customer experience…

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Ep 21 | CX Insider: Terry on the RFP Game 43:06

for 29 dager siden43:06

43:06

Summary In this conversation, Terry shares his extensive experience in CX and Contact Centre sales, particularly in the public sector. He discusses the differences between public and private sector sales, the intricacies of the RFP process, and the importance of understanding the bidding landscape. Terry emphasizes the need for honesty in the procurement process and the significance of social value in public sector contracts. He also categorizes different types of RFPs and shares insights on how to navigate the tender process effectively. Takeaways Most public sector procurements try to get the best for their organisation. The public sector sales process is structured but challenging. Understanding the cost gate is crucial in public sector bidding. The average success rate for cold tenders is between 7-8%. Not all public procurement processes are fair and transparent. RFPs often includes poorly articulated and unrealistic requirements. Engaging in early market conversations can influence procurement processes. Honesty in the tender process can lead to better outcomes for all parties. Social value is a critical component of public sector contracts. May the 4th should be a national holiday for Star Wars fans. Keywords customer experience, public sector, sales, RFP, bidding process, social value, procurement, tender process, business development, honesty…

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Ep 20 | The Devil is in the Discovery 30:36

for 6 weeks siden30:36

30:36

In this episode, Angus and Pete, focus on the discovery process in sales. They discuss the importance of understanding customer pain points, engaging multiple stakeholders, and the role of technology and AI in enhancing customer experience. The conversation emphasizes the need for thoughtful questioning and effective stakeholder management to ensure successful outcomes in sales processes. Takeaways Discovery is not just one step; it's everywhere in the sales process. Ask thoughtful questions that encourage the buyer to think differently. Engage with multiple stakeholders to gather diverse insights. Understand the customer's current state and pain points thoroughly. Define future goals to align solutions with customer needs. Pay attention to current attitudes to AI and cultural factors. Start discovery with a focus on reporting and analytics. Stakeholder management is key to successful discovery. Pre- and post-sales discovery findings should be tied in to each other. Keywords customer engagement, discovery process, sales strategy, customer experience, stakeholder management, AI in CX, contact center metrics, reporting, customer pain points, technology in sales…

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Ep 19 | CX Insider: Dan on Service Levels & Perils 40:50

for 7 weeks siden40:50

40:50

In this episode, Angus and Pete talk to CX Insider Dan, a seasoned expert in contact centres and customer experience operations management. They discuss the evolution of customer service, especially in the post-COVID landscape. They explore the challenges faced by customer service operations, the impact of data transparency, the importance of agent wellness and the role of leadership in fostering a supportive work environment. Dan shares valuable insights on how businesses can improve their customer service strategies by understanding employee needs to drive performance. You can see more about Dan, read his articles and contact him here: https://www.linkedin.com/in/piperdaniel/ Takeaways The COVID-19 pandemic has drastically changed customer service expectations. It’s made customers less demanding, and many businesses are still hiding in the customer service fog of the pandemic. Data transparency within businesses is essential for making challenges visible and gaining stakeholder support. Agent wellness is crucial for maintaining effective customer service operations. Performance in customer service is driven by behaviour, not data. Technology should enhance human interaction, not replace it. Leadership must be involved in fostering a supportive work environment. Don’t even think about throwing technology at a problem before you have optimised your processes and your people. Keywords customer engagement, CX, technology, analysts, customer experience, AI, market trends, industry insights, innovation, business strategy…

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Ep 18 | On Your Marks. Get Set. Demo! 31:54

for 8 weeks siden31:54

31:54

In this episode, Angus and Pete focus on the critical role of demos in the buying process. They discuss various types of demos, their appropriate applications, and the importance of tailoring presentations to the audience. The conversation emphasizes the need for effective communication, storytelling, and understanding the buyer's journey to enhance customer experience and drive sales success. Takeaways Demos are tools, not destinations. Demos are valid at all stages of the buying process. Know which type of demo to use at the right time. Understand your audience and tailor your message accordingly. Make demos interactive and relatable. Use real-world examples and storytelling to engage buyers. Focus on pain points during sales demos. Prepare thoroughly before conducting a demo. Every feature should tie back to a business pain. Demos can drive adoption and optimization post-sale. It’s a demo not a training course! Keywords customer engagement, sales demos, technical demos, customer experience, demo types, sales process, buyer journey, training, stakeholder management, storytelling…

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Ep 17 | CX Insider: Steve on Analysts 43:12

for 9 weeks siden43:12

43:12

In the first of the CX Insider episodes, Angus & Pete explore the role of analysts in the CX space together with an insider guest, Steve. He shares his insights from years of experience as an analyst, discusses the challenges faced by them and how they operate. Takeaways The analyst community is very aware of the need to be seen to be open, honest and impartial. The magic quadrant and similar reports are a rear-view mirror of the market. Analyst commentary and outputs are evolving to keep up with the pace of CX technology development. Some analysts are focussed on helping buyers spend their money wisely, but not all. There is a difference between analysts who can influence buyer decisions and those who amplify vendor messages. The value to vendors of holding analyst events in exotic locations is questionable and may even be counterproductive. Integrating technology is now less important that aligning businesses, departments and personal agendas to reap the benefits of it. The UK is a nation of CX investors and innovators and should embrace it. Angus & Pete pretty much got it right in Episode 1. Keywords customer engagement, CX, technology, analysts, customer experience, AI, market trends, industry insights, innovation, business strategy…

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Ep 16 | Business Case or Basket Case 30:50

for 10 weeks siden30:50

30:50

In this episode, Angus and Pete discuss the importance of understanding stakeholders when presenting business cases. The conversation also highlights strategies for crafting compelling proposals and navigating the complexities of boardroom dynamics, emphasizing the need for preparation and awareness of potential objections. Takeaways Understanding stakeholders is crucial for successful sales. Sales champions may lack experience in presenting business cases. A compelling business case should clearly state the problem. Navigating boardroom dynamics requires knowledge of key players. Business cases presentations to the board must address the cost of inaction. Quick wins can help persuade decision-makers. Prediction of likely objections and how to handle them is important preparation. Researching company ownership can reveal hidden decision-makers. Effective champions can improve sales outcomes. Keywords customer engagement, AI, sales, business case, boardroom dynamics, stakeholder management, customer service, ethics, accent modification, sales challenges…

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Ep 15 | AI = Satisfaction Guaranteed? 28:48

for 11 weeks siden28:48

28:48

In this episode, Angus and Pete discuss the timing of customer feedback, and the evolving metrics in customer experience. They explore how AI is transforming customer satisfaction measurement and the significance of sentiment analysis. The conversation also highlights the risks associated with AI and the necessity of human oversight in customer service interactions. Takeaways Traditional metrics like average handle time may not reflect true customer satisfaction. AI can enhance real-time customer experience analysis. Sentiment analysis is becoming a vital metric in understanding customer emotions. Real-time feedback allows for immediate adjustments in service. AI may be able to predict customer behaviour and churn rates. Human oversight is essential in AI-driven customer service. Understanding the risks of AI is crucial for effective implementation. Customer experience should focus on ease and personalization. Keywords customer engagement, customer experience, AI in customer service, customer feedback, metrics, sentiment analysis, customer satisfaction, real-time analysis, retrospective analysis, risks of AI…

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Ep 14 | This Little Piggy Went To Market 29:14

for 12 weeks siden29:14

29:14

In this episode, Angus and Pete delve into the different stages of activity required when building a new CX or Customer Engagement practice. The discussion focuses on the activities in the early stages of the process. They examine the importance of understanding the reseller-vendor relationship, and the various commercial models that can be employed. The conversation also covers billing expectations, onboarding processes, and how you should build your market offering so that you can sell successfully. Takeaways Building a go-to-market capability requires a structured approach. Understanding vendor relationships is crucial for successful engagement. Commercial models can vary and impact profitability and operational models. Legal and billing processes should be prioritized early in the process. Successful onboarding is essential for enabling sales teams effectively. Sales enablement involves educating and motivating the sales force. Deployment is not just about launching a product but also about driving adoption. A two-way relationship with your vendor of choice is key to success in the cloud service model. Keywords customer engagement, go-to-market strategy, vendor relationships, commercial models, pricing strategies, billing, onboarding, sales enablement, deployment, customer experience…

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Ep 13 | Pitch Perfect 30:54

for 13 weeks siden30:54

30:54

In this episode, Angus and Pete investigate the anatomy of the CX and Customer Engagement sales pitch. They discuss the importance of understanding buyer psychology, the need for clear and concise sales pitches, and the role of demo’s in the sales process. The conversation emphasizes minimizing risk for buyers and making effective recommendations. The hosts provide practical tips for sales professionals to enhance their approach and build trust with clients. Takeaways Personal agendas make the world go round. Make a clear recommendation to simplify choices. Too many options lead to confusion and indecision. Keep technical details for emergencies only. Tell stories instead of relying on bullet points. Remove perceived risks to facilitate decision-making. Start with small wins to build trust. Keywords customer engagement, sales strategies, buyer psychology, sales pitches, minimizing risk, technology in sales, customer experience, sales process, effective communication, sales recommendations…

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Ep 12 | A Little Bit More About EMEA 29:14

for 14 weeks siden29:14

29:14

In this episode, Angus and Pete explore the multifaceted world of customer engagement, focusing on cultural differences in business practices across various regions. They delve into the nuances of meeting etiquette in Sweden, Saudi Arabia, South Africa, and Serbia as examples of diversity in the EMEA market and highlight the importance of compliance and data protection. The conversation also touches on the intricacies of business entertainment and how it varies by culture, emphasizing the need for understanding and adapting to local customs and conventions. Takeaways Cultural differences are mirrored in business interactions. Sweden is known for its efficiency in meetings. Personal relationships in business are important in Saudi Arabia, South Africa and Serbia Data protection is a priority across all discussed regions. Business entertainment practices vary widely by culture. If you're going out for a business dinner in Serbia, wear your drinking trousers. Other countries are available. Keywords customer engagement, business culture, cultural differences, meeting etiquette, data protection, business entertainment, customer experience, global business, compliance, international relations…

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Ep 11 | EMEA? Why isn't it like the USA? 27:00

for 15 weeks siden27:00

27:00

In this episode of the Angus and Pete Show, the hosts explore the intricacies and the differences between the EMEA and US Customer Engagement and CX markets. They discuss cultural complexities, regulatory challenges, and effective actions for entering the EMEA market. The conversation emphasizes the importance of understanding local nuances and building trust in diverse markets, while also providing key takeaways for businesses looking to expand their reach. Takeaways The EMEA market is significantly different from the US market. Cultural and linguistic diversity in EMEA complicates customer engagement. Regulatory challenges vary greatly across EMEA countries. Go-to-Market strategies must be tailored to local markets. Building trust and long-term relationships is crucial in EMEA. Understanding local customs and practices is essential for success. Experience and local knowledge are invaluable when entering new markets. The importance of working within local regulations and conventions. The best way to learn is to experience EMEA in person. Keywords customer engagement, EMEA, US market, cultural complexities, regulatory challenges, sales strategies, customer experience, podcast, Angus and Pete Show…

The Angus & Pete Show CX Podcast

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Ep 10 | Practice Makes Perfect - Part 2 25:21

for 16 weeks siden25:21

25:21

In this episode of the Angus and Pete Show, they continue the discussion around resellers building CX Practices, adding detail by popular listener demand. They talk about the importance of market research and emphasize the need for validation and understanding the competitive landscape while also sharing personal anecdotes and insights on effective communication with customers. Takeaways Market research and validation are essential steps before launching a new product or service. Understanding the competitive landscape helps in positioning your offering effectively. Common mistakes include assuming you have a solution to customer problems without validation. Having example scenarios and use cases will help you to have meaningful research conversations. Make sure you have a very clear definition of your value proposition and commercial structure. Engage with your senior stakeholders to shape business cases and securing investment. Your colleagues in finance can often give you the inside track on the metrics used to evaluate your business case. Keywords customer engagement, cloud solutions, vendor relationships, go-to-market strategy, training, expertise, business model, CX practice building, Customer Engagement, Customer Experience, CX, Customer Service, Contact Centre, Contact Center.…

The Angus & Pete Show CX Podcast

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Ep 9 | Practice Makes Perfect 27:57

for 17 weeks siden27:57

27:57

In this episode of The Angus and Pete Show, the hosts discuss what it takes to create a Customer Engagement and CX practice and explore the implications for Customer Engagement resellers as they look to transition from traditional on-prem solutions to cloud-based services. The conversation emphasizes the importance of building a robust customer engagement practice, defining success metrics, and fostering strong vendor relationships. The hosts also highlight the need for specialized expertise and a structured go-to-market strategy, concluding with key takeaways for businesses looking to thrive in this new environment. Takeaways Customer engagement resellers are struggling to adapt their business models Leadership buy-in is essential for transitioning business models. Expect different revenue and cost models Focus on selling service benefits and not product features You’re no longer reselling products, you’re driving adoption of services Building a customer engagement practice is crucial for success. Specialized expertise is necessary for effective implementation. Vendor relationships can significantly impact business profitability. A structured go-to-market strategy is vital for success. Starting small and testing is a practical approach to growth. Keywords customer engagement, cloud solutions, vendor relationships, go-to-market strategy, training, expertise, business model, CX practice building, Customer Engagement, Customer Experience, CX, Customer Service, Contact Centre, Contact Center.…

The Angus & Pete Show CX Podcast

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Ep 8 | AI in 2025 - Magic or Menace? 27:37

for 18 weeks siden27:37

27:37

In this episode, Angus and Pete delve into the evolving landscape of customer engagement, emphasizing the critical role of AI in shaping future interactions. They discuss the importance of engaging customers early, the hybrid workforce of humans and AI, and the need for personalization and trust in customer experiences. Ethical considerations and sustainability issues surrounding AI are also highlighted, with a focus on the necessity for open conversations between sellers and buyers to navigate these challenges effectively. Takeaways Engaging customers early is crucial for effective communication. AI will dominate discussions in customer engagement by 2025. AI can enhance employee effectiveness rather than just reduce headcount. Personalization and trust are key components of customer experience with AI. Ethical considerations in AI deployment are increasingly important. Sustainability and environmental impacts of AI must be addressed. 2025 will be a year of experimentation with AI technologies. No one has all the answers regarding AI; Buyer/seller conversations are key. Keep the techies in the cupboard until you understand the business problem to solve. Keywords customer engagement, AI, personalization, ethical considerations, sustainability, hybrid workforce, customer experience, technology, business outcomes, trust…

The Angus & Pete Show CX Podcast

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Ep 7 | RFP Part 3 - Remarkable F*cking Proposal 30:18

for 19 weeks siden30:18

30:18

In the third episode of the Request for Proposal (RFP) series, Angus and Pete delve into the intricacies of the RFP process from the seller’s perspective. They discuss the importance of crafting effective proposals, and the necessity of understanding the buyer's motivations behind issuing an RFP. The conversation emphasizes the need for a structured review process, the significance of honesty in responses, and the strategic decision-making involved in bidding or opting out of RFPs. The hosts provide practical tips for sellers to enhance their chances of success in the competitive landscape of customer engagement. Takeaways Understanding the buyer's motivations is crucial. A structured review process is essential for RFPs. Starting with a no-bid mentality can save resources. Honesty in RFP responses builds trust with buyers. Effective communication is key when deciding to bid. Answering questions directly improves scoring. Management summaries should focus on customer needs. Avoid using corporate information to pad your response. RFP processes are often unfair – don’t take it personally. Don’t chase rainbows Keywords customer engagement, RFP, proposal, sales process, procurement, business strategy, no-bid mentality, RFP response, sales strategy, customer experience…

The Angus & Pete Show CX Podcast

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Ep 6 | RFP Part 2 - Right F*cking Process! 29:15

for 22 weeks siden29:15

29:15

In Part 2 of the Request for Proposal (RFP) series, Angus and Pete take a candid look at the RFP process from the buyer’s side, emphasizing the importance of context, stakeholder engagement, and clear evaluation criteria. They share anecdotes and best practices while highlighting common pitfalls to avoid, ultimately guiding buyers towards a more effective RFP outcome. Takeaways Buyers are also sellers in the RFP process. Context is crucial for effective RFPs. Engage suppliers before you begin your process to build knowledge and relationships. Involve a diverse range of internal stakeholders to ensure buy-in. Define clear evaluation criteria for responses. Transparency in the RFP process builds trust. Avoid unrealistic timelines for submissions. Be specific in your questions to get precise answers. Maintain open communication throughout the process. Provide honest feedback to all bidders. Keywords customer engagement, RFP, Request for Proposal, procurement, best practice communication, customer experience, feedback, evaluation process, stakeholder engagement…

The Angus & Pete Show CX Podcast

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Ep 5 | RFP Part 1 - Real F*cking Problem? 28:08

for 23 weeks siden28:08

28:08

This time, Angus and Pete delve into the world of the RFP (Request for Proposal) process. The conversation covers the intricacies of the RFP process, highlighting its benefits and challenges from both the buyer's and seller's perspectives. The hosts emphasize the importance of transparency, competition, and effective communication throughout the procurement process, while also addressing common pitfalls and misconceptions. They conclude by suggesting that both buyers and sellers need to improve their understanding and execution of the RFP process to foster better outcomes. Takeaways The RFP process is often seen as a real problem. Transparency is a key benefit of the RFP process. Competition among vendors is encouraged through RFPs. Quality improvement is a potential benefit of structured RFPs. Clarity in requirements can minimize misunderstandings. The RFP process involves multiple steps beyond just document submission. Buyers often underestimate the work involved in evaluating RFP responses. Effective communication is crucial during the RFP process. Both buyers and sellers need to understand each other's challenges. Keywords Customer Engagement, Customer Experience, CX, Customer Service, Contact Centre, Contact Center, RFP process, procurement, buyer-seller communication, customer experience, feedback, evaluation process, transparency, competition…

The Angus & Pete Show CX Podcast

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Ep 4 | The AI Exhibitionists 31:47

for 24 weeks siden31:47

31:47

In this episode, Angus and Pete discuss the world of customer engagement, sharing feedback from listeners and insights from the recent Call & Contact Centre Expo in London. They explore the trends in vendor presence and the current state of AI in the industry. The conversation highlights the challenges and opportunities within customer engagement, emphasizing the need for meaningful discussions about technology and its applications. They discuss the current landscape of AI in customer engagement, highlighting the hype surrounding it. They emphasize the need for a comprehensive understanding of AI's impact on jobs and the environment, while also addressing the challenges faced by salespeople in articulating the benefits of AI solutions. Takeaways The CC Expo had a smaller footprint this year compared to previous years. Big vendors dominated the expo, overshadowing smaller startups. AI is a hot topic, but discussions often lack depth and business cases. Salespeople may not be fully prepared to discuss AI's implications. The hype around new technologies often lacks practical depth. Security and privacy concerns are paramount for customers. Cost dynamics of AI implementation are complex and often overlooked. AI could replace human agents, but at what cost? Sustainability and environmental impact of AI are critical discussions. Salespeople are currently under-equipped to sell AI solutions effectively. Vendors are not providing clear information on costs and ROI. Keywords Angus and Pete Show, call centre, contact centre, contact center, customer engagement, CC Expo, Call & Contact Centre Expo, vendor trends, AI, customer experience, insights, industry trends, security, privacy, cost dynamics, sustainability, sales challenges, technology trends…

The Angus & Pete Show CX Podcast

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Ep 3 | The Supply & Buy Chain 28:23

for 25 weeks siden28:23

28:23

Angus and Pete delve into the complexities of the supply and buy chain, discussing the roles of vendors, distributors, and resellers. They explore the dynamics of market relationships, the importance of transparency, and how to measure success in customer engagement. The conversation emphasizes the need for businesses to understand the commercial constructs behind their vendor relationships and to focus on business outcomes rather than just technical metrics. Takeaways Understand the roles of different players in the supply chain. Transparency in vendor relationships is crucial for customers. Measuring success should focus on business outcomes, not just SLAs. The supply and buy chain is complex and not one size fits all. Customers should ask vendors about their commercial constructs. Engagement with vendors should be outcome-focused. Different stakeholders have different agendas in the buying process. The importance of aligning IT and business stakeholders. Requests for quotes and proposals often miss critical questions about vendor relationships. Keywords Angus, Pete, supply chain, buy chain, customer engagement, vendors, distributors, resellers, market dynamics, business outcomes, transparency, call centre, contact centre, contact center…

The Angus & Pete Show CX Podcast

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Ep 2 | CX? How did we get here? 29:07

for 26 weeks siden29:07

29:07

In this episode, Angus and Pete explore the evolution of contact centres, tracing their history from the first telephone call to the modern-day integration of AI and customer engagement strategies. They discuss the importance of clear communication and the impact of terminology on the industry, emphasizing the need to balance customer experience with cost efficiency. The conversation highlights the technological advancements that have shaped the industry and the significance of using relatable language. Takeaways Respect the history, but don't let legacy terminology bleed into what you're saying. •Stop using jargon; there's a time and a place for it. •AI is possibly the worst case of jargon in our industry. •Customer experience doesn't do it; it's a misleading phrase. •Customer engagement perfectly describes the balance between experience and cost. •Words are important; they shape the conversation in our industry. •Talk normal English; avoid technical jargon when engaging with clients. Keywords contact centers, customer experience, AI, call handling, history, technology, customer engagement, terminology, cost to serve, communication, Angus and Pete Show, CCaaS, contact centre, contact center…

The Angus & Pete Show CX Podcast

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Ep 1 | A is for Analyst 27:02

for 27 weeks siden27:02

27:02

In their first episode, hosts Angus and Pete delve into the world of industry analysts, exploring their influence on vendor relationships and buying decisions. They discuss the importance of understanding the analyst community, the implications of reports like the Magic Quadrants, and how buyers can navigate these relationships effectively. The conversation emphasizes the need for transparency and critical thinking when relying on analyst reports for decision-making. Takeaways •Analysts play a crucial role in influencing vendor perceptions. •Buyers should not solely rely on analyst reports for decisions. •Transparency in vendor-analyst relationships is essential. •The information in analyst reports can often be outdated. •buyers should question the sources and biases of analyst reports. Keywords: Angus and Pete Show, industry analysts, Magic Quadrant, vendor relationships, buying decisions, consulting, market analysis, analyst summits, CCaaS, Contact Centre, Contact Center…

The Angus & Pete Show CX Podcast

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The Angus & Pete Show | Trailer 6:38

for 28 weeks siden6:38

6:38

The Ultimate Podcast for Call Center, Contact Center & Customer Experience Professionals. Looking to stay ahead in the world of call centers, contact centers, and customer experience (CX)? Join industry veterans Angus Peacey and Pete Brown as they dive deep into the technology supply and buy chain that powers customer engagement and service. From CX software vendors to resellers, analysts, consultants, and end users, we uncover the real challenges, motivators, and trends shaping the industry. Whether you’re a seller looking to sell smarter or a buyer aiming to make informed decisions, this podcast gives you insider insights to navigate the evolving tech sales and buyer landscape. Tune in and transform the way you approach selling or buying CX technology!…

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