The Angus & Pete Show CX Podcast

Ep 18 | On Your Marks. Get Set. Demo!

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

Ep 17 | CX Insider: Steve on Analysts

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

Ep 16 | Business Case or Basket Case

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

Ep 15 | AI = Satisfaction Guaranteed?

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

Ep 14 | This Little Piggy Went To Market

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

Ep 13 | Pitch Perfect

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

Ep 12 | A Little Bit More About EMEA

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

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

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

Ep 10 | Practice Makes Perfect - Part 2

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.

Ep 9 | Practice Makes Perfect

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.

Ep 8 | AI in 2025 - Magic or Menace?

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

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

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

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

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

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

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 

Ep 4 | The AI Exhibitionists

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

Ep 3 | The Supply & Buy Chain

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

Ep 2 | CX? How did we get here?

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

Ep 1 | A is for Analyst

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 | Trailer

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!