The Angus & Pete Show CX Podcast

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!