The Angus & Pete Show CX Podcast

By The Angus & Pete Show

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 i... more

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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:

February 28, 2025Ep 14 | This Little Piggy Went To Market
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
...more
30min
February 21, 2025Ep 13 | Pitch Perfect
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
...more
31min
February 14, 2025Ep 12 | A Little Bit More About EMEA
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
...more
30min
February 07, 2025Ep 11 | EMEA? Why isn't it like the USA?
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
...more
27min
January 31, 2025Ep 10 | Practice Makes Perfect - Part 2
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.
...more
26min
January 24, 2025Ep 9 | Practice Makes Perfect
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.
...more
28min
January 17, 2025Ep 8 | AI in 2025 - Magic or Menace?
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
...more
28min
January 10, 2025Ep 7 | RFP Part 3 - Remarkable F*cking Proposal
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
...more
31min
December 20, 2024Ep 6 | RFP Part 2 - Right F*cking Process!
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
...more
30min
December 13, 2024Ep 5 | RFP Part 1 - Real F*cking Problem?
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
...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.