The Angus & Pete Show CX Podcast

Ep 9 | Practice Makes Perfect

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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.

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    The Angus & Pete Show CX PodcastBy The Angus & Pete Show