The Angus & Pete Show CX Podcast

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...

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. Sale...

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 l...

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 expectatio...

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 profess...

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 touch...

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 providi...

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 re...

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 fo...

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 highl...

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 r...

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 sel...

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 pi...

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 discussion...

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...

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 th...

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...

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, con...