The Angus & Pete Show CX Podcast

S1 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

S1 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• The information in analyst reports can often be outdated.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!