The Angus & Pete Show CX Podcast

In Series 2, Episode 8, Angus and Pete explore the critical challenge of technology adoption in customer engagement: simply launching tools isn't enough. By examining human psychology and the "Technology Acceptance Model," they provide a roadmap for turning hesitant users into champions, ensuring long-term ROI and customer retention in the subscription era. **The Subscription Risk Shift:** Modern subscription models have shifted financial risk from customers to vendors, making churn inevitable if value isn't realized. True adoption requires moving beyond technical onboarding to "user adoption," where agents emotionally buy into features and integrate tools into daily workflows to prevent failure. **Overcoming "Button Shock":** Change fatigue and "button shock"—the paralysis caused by complex interfaces—lead 45% of agents to avoid new tech. Success relies on the Technology Acceptance Model: users must perceive the tool as useful and easy to use, or they will retreat to legacy systems. **The Personal Trainer Approach:** Ditch marathon training sessions for bite-sized, "just-in-time" learning milestones. Like a personal trainer, vendors should set collaborative goals and use in-app nudges—which can boost retention by 300%—to build user confidence and celebrate incremental progress throughout the entire software lifecycle. **The "Sense and Respond" Loop:** Don't wait for a customer to leave to address poor adoption. By using usage analytics and NPS as "early warning flags," organizations can sense disengagement before it turns into churn. Leadership must also lead by example, as agent adoption rarely exceeds that of supervisors. **Community and Flexible Pricing:** Fostering internal communities allows agents to learn together rather than complaining about new systems. Simplifying licensing and offering flexible, outcome-based pricing models removes commercial barriers to adoption, making it easier for businesses to justify costs and for workers to successfully operationalise the technology.

In this episode, Angus and Pete explore customer engagement trends for 2026 and 2027. They discuss how AI is transitioning from an experiment to a strategic necessity, forcing businesses to re-architect their operations. From hyper-personalisation to the rise of AI-native companies, the hosts analyse how brands must balance efficiency with emotional loyalty and ethical practices to survive a predicted decline in global spending. • Hyper-personalisation and Data: Hyper-personalisation is becoming a standard expectation, requiring meaningful, empathetic, real-time interactions. However, success depends on a "clean" data infrastructure. Without integrated data lakes and end-to-end omnichannel systems, attempts at personalisation will fail, as "garbage in" inevitably leads to "garbage out". • Evolution of the Contact Centre: The traditional reactive contact centre is evolving into a "profit and insight centre". Instead of being viewed purely as a cost burden, these hubs now serve as the "eyes and ears" of an organisation. They provide gold mines of real-time customer data to drive business-wide efficiency. • AI-Native Business Models: A major structural shift is the rise of AI-native companies that build technology into their core rather than bolting it onto broken processes. The old "SaaS" model is struggling; the new imperative is designing your business for the technology, rather than the other way around. • Trust and Emotional Loyalty: Efficiency must not come at the expense of empathy. Premature deployment of frustrating AI tools risks eroding customer trust, particularly among younger demographics. Future loyalty depends on forging deep emotional connections and aligning brand practices with ethical and sustainable values. • The Human Element and Frugality: As global spending potentially drops by 18%, brands must deliver exceptional value to prevent customers from switching. Interestingly, some brands are rejecting tech-heavy models in favour of "old school" human expertise and empathy, proving that digital is not always the paramount preference.

Welcome to Series 2, Episode 6! Angus and Pete explore the dreaded Change Freeze, a vital IT strategy often implemented during peak periods like Christmas. The discussion was prompted by a listener who had a travel nightmare due to a systems upgrade that went wrong during the busiest time of the year. The hosts delve into what the freeze is, why it's critical for service stability, and how poor planning can lead to the infamous "mad dash" effect. Here are the key show notes from the discussion: • The Purpose of a Change Freeze: A change freeze is a predefined period where non-essential changes to systems are halted, acting as a safeguard for system integrity and availability. This is critical during periods of massive demand, such as Christmas, when high operational demands coincide with limited staff availability. • The Risk of the "Mad Dash": A disadvantage of long freezes is the "mad dash effect," where teams rush to cram everything in beforehand. This pressure can lead to poor decisions and mistakes, inadvertently introducing the bugs that the freeze was intended to prevent. • Planning and Communication are Key: To prevent chaos, planning must start early—around June or July for Christmas—ensuring all stakeholders are aware, including customer service leadership. Clear, simple, non-technical language should be used to communicate key dates and expectations. • Prioritizing the Customer: Companies should be transparent with customers about issues, using banner notices or updated holding messages, as transparency can make people "far more willing to work with you". Stable, protected systems allow agents to focus on complex, high-emotion issues and turn problems into "nice experiences". • Measuring True Success: Success criteria for a freeze should not rely solely on meaningless metrics like system uptime. Instead, organizations must focus on customer experience metrics like First Contact Resolution (FCR), Customer Effort Scores, and customer complaints, which truly reflect the outcome of the stability effort.

This episode features CX Insider Rich, a Commercial and Strategy Product Manager, who details his demanding role. He argues that solid process trumps technology and criticizes the industry’s focus on building complex "Swiss Army knives" without ensuring they are consumable and adopted. Rich also highlights the extreme difficulty of building viable business cases amidst the risky, unclear pass-through charging models for AI.   Key takeaways:   • Process Trumps Technology: Product success relies on having the People, Systems, and Process (PSP) in place, with the process being much more important than the technology itself. Companies must ensure they can sell, support, and bill for a product before taking it to market. • The Adoption Focus: The industry emphasis must shift away from simply deploying products to ensuring they are adopted and used. Vendors often miss this critical step by focusing solely on the initial sale, building capability without sufficient thought to real-life use. • The AI Pricing Risk: Current AI models often use pass-through charging, which Rich views as lazy product management. This practice creates an undefined and unacceptable financial risk for businesses, making it nearly impossible to build predictable and justifiable business cases. • Knowledge Velocity Problem: The exponential speed of technological change (products changing twice a week) creates a knowledge velocity problem and a deficit of genuine experts. Vendors must educate buyers by articulating clear, real-life use cases or scenarios, not just features. • Keep It Simple: Vendors must stop over-complicating things and focus on clarity and simplicity. Rich notes that if a vendor cannot clearly explain a complex product to him—an experienced product manager—they cannot expect him to successfully explain it to internal stakeholders or customers.

This episode of The Angus and Pete Show reviewed the recent CC Expo and tackled two major press articles concerning the state of AI adoption in the industry. The core discussion centred on the acknowledgment of the "hype" surrounding AI, the necessity of delivering real business value, and the critical importance of moving contact centres from perceived cost burdens to recognized revenue generators. The hosts emphasized that while AI offers immense potential for efficiency and new data insights, poor execution and a failure to address foundational business process issues will guarantee failure.   Here are the key show notes from the discussion:   • Focusing Beyond the Hype: While the CC Expo strongly featured AI, omnichannel engagement, and agent productivity, vendors acknowledged the significant "hype" around the technology. Demos were often focused on narrow use cases and aimed at achieving efficiency and cost-saving, with "very little about the customer experience". • The Shift to Outcome Metrics: Organizations are increasingly redefining contact centres as potential revenue engines. Traditional efficiency metrics (like AHT) are being replaced by outcome-based metrics, such as customer retention, selling success, and customer lifetime value, reflecting a massive change in business focus. • Unlocking the Data Goldmine: AI provides 100% real-time analysis of all consumer interactions, turning conversations and activities into "actionable insights". This high level of accuracy enables instant fraud detection and the ability to spot opportunities for product innovation. • ROI Requires Proper Implementation: Companies with successful AI implementations report high returns (up to 3.5 times investment), supported by tangible metrics like a 14% increase in issue resolution per hour. However, only 25% of contact centres have successfully integrated AI automation, often due to poor execution. • The Need for Strategic Rethink: Success comes only when businesses commit to transformational thinking, not by simply applying AI to "old broken processes". Those who hesitate or fail to move past small-scale pilot projects risk losing competitive ground very quickly.

In this episode of the Angus and Pete Show, we talk about customer engagement and the painful disconnect many people feel when dealing with companies. Drawing on reports from Contact Babel, we discuss why technology alone can't fix customer experience. The real secret is empathy and focusing on core customer needs: speed, convenience, and the human touch. We also look at the massive financial stakes—great service earns a premium, but one bad interaction can make a customer walk away fast. ### Key Takeaways *   *Prioritize the fundamentals.* Speed, convenience, and friendly service are non-negotiable must-dos for a great experience. Focus investment on technologies that support these benefits, not just on cutting costs. *   *The human touch matters most.* Customers overwhelmingly want interaction with a real person, especially when things go wrong. AI should be used to augment agents—giving them tools and insights to enhance empathy and compassion—not to automate the relationship away. *   *The stakes are high.* Great service allows businesses to charge a price premium, potentially up to 16%. But failure is costly: 32% of customers globally will abandon a beloved brand after just one bad experience.

Angus, Pete, and the highly experienced Uncle Ken, provide a sharp critique of the current state of the CX and Contact Centre industry. The key takeaway is that the constant "noise and burbling about artificial intelligence" is causing fragmentation and distracting the industry from crucial basics. The hosts and Ken conclude that high turnover among contact centre managers, combined with sellers who have lost foundational knowledge, necessitates an urgent re-education process across the industry.   Here are the concise takeaways:   • Boomers Are Not Anti-Digital: Older customers (boomers) are highly digital. If they use the telephone, it's because they are "unforgiving" and frustrated by digital channels that fail or offer bad service, proving that high expectations drive channel choice, not age.   • AI Hype Focuses on Costs: AI implementations are often "siloed" and appear primarily driven by achieving "cost cutting and efficiency" for the business, rather than delivering actual benefits or a better experience for the customer.   • Don't Automate the Mess: The hype around AI has "hijacked the finishing off of the digital first story". Implementing AI before sorting out basic digital channels and data only results in technology being "very analytical and very automatic with the mess that you've already got," which makes things worse.   • Outbound Tech Remains Valuable: While outbound calling (just dialing a list of people) is "dying on its feet," the underlying technology remains highly useful for improving customer experience (CX) and efficiency. Examples include using call-back systems (like Qbuster) or sending pre-call texts to alert customers to an incoming call.   • Seller Knowledge Deficit: The industry suffers from a lack of fundamental knowledge, exacerbated by contact centre manager tenure decreasing to about 2.5 years. Sellers who claim to be experts are often "not worthy of the badge" and must step up to educate buyers and "sense-check" RFPs.   • Measure the Fundamentals: Sellers must be able to understand and apply basic contact centre mathematics, such as Erlang for voice and Little's law for digital channels, to accurately build Return on Investment (ROI) models. New technology will "fail" the consumer if it is not developed with the fundamental ability to "measure and manage what's going on".

Welcome back to The Angus and Pete Show for Series 2. Angus and Pete tackle "A is for Adoption" in this episode. Everyone's building or buying contact center tech, but driving user adoption is the hard part. They discuss why many deployments fail: it’s not just tech, it’s organizational change, managerial vision, and employee willingness. We need to focus on Time to Value (TtV), which means delivering tangible business benefits quickly. The job starts, not finishes, at deployment. And remember, you must tell the users what’s in it for them. They also explore key paradoxes like the required hybrid approach to automation versus human touch. Key Takeaways Adoption is now a *strategic business imperative*, not just a function you tack on at the end of a project. When deploying new technology, you have to prioritize *Time to Value* (TtV)—get users to an "aha moment" early on—and measure business outcomes, not just basic activities like agent logins. Training shouldn't be a box-checking exercise; it should be *continuous education* focused on explaining the overall desired outcome and what benefit the new system offers to the people using it.

In this recap, Angus and Pete look at the real story behind AI in the world of customer engagement. They discuss a study that found AI isn’t taking jobs but is creating new tasks for workers. The conversation also covers how AI is changing the way we measure customer service. It’s becoming less about speed and more about making things easy for the customer. They finish by talking about the often-overlooked costs and risks, from data quality and compliance to the environmental impact of AI. Here are five things you will learn from the episode: AI isn't taking jobs in customer service yet. Right now, it’s more about helping people be more effective and efficient, rather than replacing them. Benefits depend on company support. You only see real time savings and quality improvements when employers actively train and encourage their staff to use AI as part of their daily work. Metrics are changing. Customer experience is evolving, and new measures like customer effort score and sentiment analysis are becoming more important. There are significant hidden costs and risks. You have to consider platform costs, implementation, data quality, compliance, and environmental impact to see the full picture. It’s a strategic shift, not a simple tech fix. For AI to work, it requires a cultural change within the organisation. Everyone is still learning, so honest conversations are important.

In this recap of season one, Angus and Pete explore why a seemingly perfect sales proposal can get rejected at the final hurdle: the boardroom. They discuss the common pitfalls sellers face and offer a guide on how to equip your internal champions to successfully navigate the C-suite, especially the CFO. The Champion's Dilemma: Never assume your internal champion can effectively sell your solution to their board. Buyers often have little to no experience presenting business cases, so as a seller, it's crucial to coach and prepare them. Consider working with multiple champions to get a triangulated view of the organisation's priorities. Speak the Board's Language: Executives are laser-focused on the bottom line and want absolute clarity. The pitch must be concise, covering the problem you're solving, the cost of inaction, and your solution in simple terms. Use the company's own data to make your case, as generic case studies won't resonate. Know Your Audience: Understand the different priorities within the C-suite. The CFO is focused on financial impact and investment, while the CEO cares more about strategic alignment. Be aware of other influencers, including non-executive directors who may sit on multiple boards. Master the Financials: For the CFO, price isn't everything; being the cheapest can even be a red flag. Your champion must be prepared to discuss Total Cost of Ownership (TCO), payback periods (ideally under three years), and potential bill shock from usage-based models. Be precise with financial terms like ROI versus cost savings. Address Risk Head-On: Boards are risk-averse, so proactively address financial, operational, and execution risks. Remember to factor in opportunity cost—what the business can't do if it chooses your project. Emphasise how your solution minimises both business risk and the personal risk to board members' reputations. Prepare and Role-Play: Support your champions by helping them prepare a concise, one-page summary of the business case. Role-play the board presentation with them to build confidence and anticipate objections like "it's too expensive" or "the current system is fine". This preparation ensures they can deliver a quick, punchy, and compelling message.

We revisit our conversations on customer engagement, CX, and industry analysts. We focus the first of our CX Insider guests, Steve, a former Gartner analyst. He shared his views on the real purpose of analysts, the work behind Magic Quadrants, and how analyst events have changed. Steve's "three wishes" give great advice for the CX industry and beyond. We reinforce that bringing people and operations together is vital for seamless customer journeys. Here are three things we learned: Analysts, especially at big firms like Gartner, primarily focus on helping end-user clients spend their money wisely, not just serving vendors. Creating seamless customer journeys depends on the convergence of people and operations. Technology isn't the main blocker; internal silos and personal agendas are. Industry reports, such as Gartner's Magic Quadrant, are often out of date by the time they are published. The lengthy production process means they can be "ancient history" in today's fast-moving market.

Angus and Pete revisit their "RFP Trilogy" (Episodes 5–7) with bonus insights from CX6 insider Terry (Episode 21). RFPs in a Nutshell: RFPs are structured buying processes designed for transparency, competition, and clarity. For Buyers: You’re selling too—make the opportunity attractive. Set clear goals, engage stakeholders, and publish evaluation criteria. Communicate well and stick to timelines. For Sellers: RFPs are costly (£30k per bid) and win rates are low (often under 10%). Default to "no bid" unless it’s a strong fit. Cold RFPs rarely convert. Terry’s Four RFP Types: Full and Fair, Not So Open, Fantasy Shoppers, Free Consultancy. Use BLUF—answer clearly and early; focus your summary on requirements, price, and value. Price often decides—be competitive. Be honest; fake social value is just a hidden discount. RFPs aren't going away—but with structure and realism, they can work for everyone.

In the first of the Season 1 recaps, Angus and Pete reveal what CX buyers really want and how to stand out in the riveting world of customer engagement sales. Learn to focus on the buyer's journey, not your own sales process. Simplify your message by offering clear recommendations and limiting options, as too many choices lead to confusion. Use compelling stories instead of bullet points to help buyers visualize solutions. Tailor product demos to the audience and buying stage, showing what truly matters. Crucially, reduce buyer risk and anxiety to overcome apathy and secure the sale. Here are 5 key takeaways: • Prioritise the buyer's process. • Offer clear recommendations, limit options. • Tell relatable stories, avoid bullet points. • Tailor demos to the audience and buying stage. • Reduce buyer risk and anxiety.

Welcome to Episode 30 of The Angus and Pete Show. This special episode serves as a comprehensive recap of the first 29 episodes. The idea was inspired by avid listener Cyrille from Nairobi, who found episode recaps useful for weekly podcasts to revisit content or catch up on missed episodes. Finding their own back catalogue "heavy going," Angus and Pete enlisted their friendly AI assistant to summarise their journey so far, providing quick rundowns and reasons to revisit specific segments. Key themes covered across the first 29 episodes include: Analysts & Industry Evolution: Understanding the influential, yet often opaque, role of analysts like Gartner, and the history and jargon of the CX industry. AI: Explored across multiple episodes, focusing on business value over technical jargon, hybrid human-AI collaboration, personalisation, ethics, sustainability, cost of ownership, and early findings on savings and workforce impact. RFPs & Sales Strategy: A multi-part series on running effective Request for Proposal processes for buyers, and crafting high-quality, honest proposals for sellers. Building a Practice & Go-to-Market: Advice for sellers and resellers on transitioning to cloud solutions, choosing partners, and aligning product, marketing, and sales for consistent messaging and successful launches. EMEA & Cultural Nuances: Highlighting that EMEA is not a single market, emphasising the need for country-specific research, local trust, and understanding cultural impacts on business. Boardroom & Business Cases: Discussions on why business cases are rejected, equipping champions with financial metrics, and understanding CFO and board priorities like strategic alignment, ROI, TCO, and risk mitigation over short-term gains. Customer Interaction: Covering effective discovery, making pitches stand out, demonstration types, and the evolving role of outbound contact with a shift towards messaging and the concept of "Uber agents". Proposition & Sales Engineers: Defining the difference between brand, product, and proposition, and the crucial role of sales engineers in selling product value. Angus and Pete hope this overview encourages listeners to re-immerse themselves in the show. Don't forget to follow The Angus and Pete Show page on LinkedIn and subscribe on your favourite podcast platform.

In this episode, your hosts Angus Peacey and Pete Brown delve into three compelling news articles from 10th June, exploring the dynamic interplay between humans and Artificial Intelligence (AI) in customer service, contact centres, and customer experience (CX) News Topics Dissected: The Human Touch in AI Assistants: Drawing on an article from Fast Company titled "AI Assistants Still Need a Human Touch" by Alexander Kosavan, we explore why AI, despite its advancements, still struggles with understanding user context and intent. Gartner's Prediction: AI and Workforce Reduction: We dissect a thought-provoking Gartner article predicting that 50% of organisations will abandon plans to reduce their customer service workforce due to AI. Tackling High Agent Turnover in Contact Centres: Based on an article from customerthink.com by Wailios Aaron Batsis, this discussion confronts the persistent problem of high staff turnover in contact centres.   Tune in to discover the hosts' "biting judgment and unpopular opinions" on these pressing topics, and gain valuable insights into the evolving landscape of customer engagement. -------------------------------------------------------------------------------- Key Takeaways for Listeners: AI Needs a Human-Centric Approach: AI, in its current state, often struggles with context and emotional intelligence. While it can be useful for tailoring content, over-personalisation can be counterproductive or creepy. AI is Not a Panacea; Human Touch Remains Critical: Many organisations are re-evaluating their plans to replace human agents with AI. The focus is shifting to how AI can support and enhance human capabilities, rather than eliminate them, as trust is paramount in customer service. Embrace the Hybrid Model for Best Results: The most effective way to deliver a good customer experience is through a hybrid model that combines AI with human agents. AI should act as a complement to humans, not a replacement, aiding efficiency and accuracy while humans provide empathy. "Digital First, Not Digital Only" is Key: Before attempting to implement AI, organisations must establish a strong foundation of clear digital journeys and channels. AI should be integrated strategically into this existing digital framework, not seen as a prerequisite for going digital. Re-evaluate Traditional Contact Centre Staffing Models: The current model for contact centre staffing is flawed, leading to high turnover and high costs. Exploring cultural changes, freelance models, and flexible hybrid working options can improve agent satisfaction, reduce churn, and potentially enhance service quality. AI Can Support Freelance Agents: If considering a freelance agent model, AI can play a crucial role in providing the consistency and depth of knowledge that might otherwise be a concern with independent agents.

Curious how software products successfully reach customers? Episode 27 of The Angus and Pete Show tackles a listener's dilemma: defining the different go-to-market roles in a software vendor. Angus and Pete break down key functions, from product strategy and channel partnerships to sales enablement, especially for SaaS products with reseller channels. Learn why clear ownership, consistent messaging, and strong enablement are crucial to avoid chaos and drive market success. Takeaways from this episode: Product is the Foundational Role: The Product House defines the product, its market fit, features, packaging, pricing strategy, and even operational elements like billing and order processing. Channel Strategy is Critical for Market Entry and Scale: The Channel organisation owns the route to market through partners, focusing on segmentation, recruitment, enablement, and financial incentives like spiffs and market development funds. Sales Enablement Bridges the Gap: A defined sales enablement function translates product and marketing material into actionable insights for both internal sales teams and external reseller partners, ensuring consistent and efficient communication. Consistent Messaging is Non-Negotiable: All teams, internal and external, must deliver a unified message, with the proposition "nailed up front," to avoid buyer confusion or exploitation of inconsistencies. Authoritative Cross-Functional Ownership is Paramount: Success hinges on clear, authoritative owners in the Product House, Channel organisation, and Sales, who must collaborate seamlessly due to their fundamental interdependencies.

In this episode, Angus and Pete focus on the significance of sales propositions, brand perception, and the shift from product-centric to proposition-centric strategies. They discuss how understanding the differences between brand, product, and proposition can enhance marketing efforts and drive sales. The conversation emphasizes the importance of crafting compelling propositions that resonate with buyers and differentiate offerings in a crowded market. Takeaways Understand the difference between brand, product, and proposition. Buyers are focused on their own problems, not on your product specs. Differentiating is key to competitive advantage. Use the right language for your audience at the right time. A strong proposition is essential for effective selling. A good proposition gives you strategic differentiation. Crafting effective propositions is challenging but necessary. Focus on the customer’s needs, not just product features. Keywords customer engagement, sales proposition, brand, product, customer experience, differentiation, marketing strategy, contact center, CX, value proposition

In this episode, Angus and Pete talk to Phil about his extensive experience in sales engineering. He emphasizes the evolution of the sales engineer's role, the importance of understanding customer needs, and the critical nature of collaboration with product management. The conversation also covers the significance of demos, navigating RFPs, and the training and development of sales engineers. Phil shares valuable insights and pearls of wisdom for those in the sales engineering field. Takeaways Understanding customer needs is crucial for effective sales. Demos should be tailored to the customer's specific requirements. Building relationships with customers is key to success. Collaboration with sellers and product management is vital for sales engineers. Training and developing sales engineers is an ongoing process. Listening and asking the right questions can lead to better outcomes. The sales engineering landscape is changing with the introduction of new technologies. Keywords customer engagement, sales engineering, demos, RFPs, product management, training, sales relationships, customer needs, sales process, technology

In this episode, Angus and Pete discuss the evolution and current state of dialers in CX and contact centers. They cover a bit of background, the various modes of dialing, the impact of digital channels on customer communication, and the integration of outbound voice and digital strategies to enhance customer experience. The conversation highlights the importance of understanding regulations and the need for a seamless customer journey across different communication channels. Takeaways Dialers are still very relevant in customer engagement strategies. Digital channels are becoming the default for customer interactions. Asynchronous message channels see higher engagement rates than voice calls. Voice communication remains the go-to for urgent matters. It’s not about “what channel?”, but “how do you use them all together?" Successful outbound uses a digital first approach Digital channels + outbound voice could make the inbound CC obsolete. Keywords Customer Engagement, Dialler, Dialers, Digital Channels, Customer Experience, Outbound Calls, Predictive Dialling, Dialing, Voice Communication, Asynchronous Messaging, Customer Satisfaction, CX

In this episode, Angus and Pete look at the impact AI is really having on the CX industry and people, jobs and the customer experience. The conversation highlights the need for a clear understanding of current capabilities and the challenges faced in data management and legal considerations. Ultimately, they emphasize the importance of a strategic approach to AI in customer engagement encompassing employee training and cultural change. Takeaways Evidence of AI delivering significant business benefit is still hard to find. A lot of vendor claims seem unrealistic and lack context. Study shows no clear evidence of AI reducing labour costs. Businesses see more benefits when employers encourage AI use. A strategic approach to AI is necessary for real benefits. Training and cultural change will drive effective adoption of AI tools. Understanding current state is crucial for accurate ROI predictions for AI. Data quality is a significant challenge for AI deployment. Many organisations see security and privacy as the top challenge in AI deployment. Keywords customer engagement, CFO, financial metrics, ROI, project viability, compliance, opportunity cost, resource allocation, business case, customer experience  

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 with the organization's strategic objectives (e.g., market expansion, operational efficiency, or innovation) and delivers measurable business value. Emphasize Financial Viability: Provide a detailed financial analysis, including ROI, TCO, payback period, and potential cost savings or efficiency gains. Ensure assumptions are realistic and supported by data. Address Risks and Mitigation: Outline key risks (financial, operational, or market) and provide robust mitigation strategies. Projects with an acceptable risk profile and clear contingency plans are more likely to be approved. Show Scalability and Long-term Benefits: Demonstrate how the project positions the company for future growth, supports scalability, and adapts to evolving market or technological trends. Consider Stakeholder Perspectives: Incorporate insights from the CEO (strategic vision), CIO (technological feasibility and security), and other key stakeholders to present a well-rounded case that addresses all critical evaluation criteria. Keywords customer engagement, CFO, financial metrics, ROI, project viability, compliance, opportunity cost, resource allocation, business case, customer experience

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 also categorizes different types of RFPs and shares insights on how to navigate the tender process effectively. Takeaways Most public sector procurements try to get the best for their organisation. The public sector sales process is structured but challenging. Understanding the cost gate is crucial in public sector bidding. The average success rate for cold tenders is between 7-8%. Not all public procurement processes are fair and transparent. RFPs often includes poorly articulated and unrealistic requirements. Engaging in early market conversations can influence procurement processes. Honesty in the tender process can lead to better outcomes for all parties. Social value is a critical component of public sector contracts. May the 4th should be a national holiday for Star Wars fans. Keywords customer experience, public sector, sales, RFP, bidding process, social value, procurement, tender process, business development, honesty

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 step; it's everywhere in the sales process. Ask thoughtful questions that encourage the buyer to think differently. Engage with multiple stakeholders to gather diverse insights. Understand the customer's current state and pain points thoroughly. Define future goals to align solutions with customer needs. Pay attention to current attitudes to AI and cultural factors. Start discovery with a focus on reporting and analytics. Stakeholder management is key to successful discovery. Pre- and post-sales discovery findings should be tied in to each other. Keywords customer engagement, discovery process, sales strategy, customer experience, stakeholder management, AI in CX, contact center metrics, reporting, customer pain points, technology in sales

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 shares valuable insights on how businesses can improve their customer service strategies by understanding employee needs to drive performance. You can see more about Dan, read his articles and contact him here: https://www.linkedin.com/in/piperdaniel/   Takeaways The COVID-19 pandemic has drastically changed customer service expectations. It’s made customers less demanding, and many businesses are still hiding in the customer service fog of the pandemic. Data transparency within businesses is essential for making challenges visible and gaining stakeholder support. Agent wellness is crucial for maintaining effective customer service operations. Performance in customer service is driven by behaviour, not data. Technology should enhance human interaction, not replace it. Leadership must be involved in fostering a supportive work environment. Don’t even think about throwing technology at a problem before you have optimised your processes and your people. Keywords customer engagement, CX, technology, analysts, customer experience, AI, market trends, industry insights, innovation, business strategy

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

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

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

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

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

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

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

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

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.

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.

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

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

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

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 

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

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

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

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 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!