The Angus & Pete Show CX Podcast

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 w...

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 al...

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 st...

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 ...

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 de...

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...

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 experienc...

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 no...

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 y...

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 an...

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 e...

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 loo...

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 esse...

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...

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 necessi...

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 decisio...

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.
• Conte...

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 con...

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 applicat...