The Angus & Pete Show CX Podcast

By The Angus & Pete Show

The Ultimate Podcast for Call Center, Contact Center & Customer Experience Professionals.

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FAQs about The Angus & Pete Show CX Podcast:

How many episodes does The Angus & Pete Show CX Podcast have?

The podcast currently has 25 episodes available.

The Angus & Pete Show CX Podcast episodes:

May 16, 2025Ep 24 | The Outbound Odyssey
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
...more
27min
May 09, 2025Ep 23 | AI Business Benefit: Is it Here Yet?
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
...more
30min
May 02, 2025Ep 22 | Sign-off: The CFO
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
...more
30min
April 25, 2025Ep 21 | CX Insider: Terry on the RFP Game
Summary
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
...more
44min
April 11, 2025Ep 20 | The Devil is in the Discovery
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
...more
31min
April 04, 2025Ep 19 | CX Insider: Dan on Service Levels & Perils
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
...more
41min
March 28, 2025Ep 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
...more
32min
March 21, 2025Ep 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
...more
44min
March 14, 2025Ep 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
...more
31min
March 07, 2025Ep 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
...more
29min

FAQs about The Angus & Pete Show CX Podcast:

How many episodes does The Angus & Pete Show CX Podcast have?

The podcast currently has 25 episodes available.