Call centre. Contact centre. Customer engagement. Customer service. Customer experience. CX. Whatever you’re calling it this week, we take a good, hard look at the technology ”supply and buy chain” to uncover what vendors, resellers, analysts, consultants, adopters and users get up to.
Industry veterans Angus and Pete discuss the realities, motivators and challenges of the tech eco-system to help sellers be better sellers and buyers be better buyers.
Views and opinions are strictly those of the presenters and their guests and should not be taken as advice (goodness knows, we’re not qualified to advise you about anything) nor as representing any third-party.
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Call centre. Contact centre. Customer engagement. Customer service. Customer experience. CX. Whatever you’re calling it this week, we take a good, hard look at the technology ”supply and buy chain” to uncover what vendors, resellers, analysts, consultants, adopters and users get up to.
Industry veterans Angus and Pete discuss the realities, motivators and challenges of the tech eco-system to help sellers be better sellers and buyers be better buyers.
Views and opinions are strictly those of the presenters and their guests and should not be taken as advice (goodness knows, we’re not qualified to advise you about anything) nor as representing any third-party.
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
The Angus & Pete Show CX Podcast
Call centre. Contact centre. Customer engagement. Customer service. Customer experience. CX. Whatever you’re calling it this week, we take a good, hard look at the technology ”supply and buy chain” to uncover what vendors, resellers, analysts, consultants, adopters and users get up to.
Industry veterans Angus and Pete discuss the realities, motivators and challenges of the tech eco-system to help sellers be better sellers and buyers be better buyers.
Views and opinions are strictly those of the presenters and their guests and should not be taken as advice (goodness knows, we’re not qualified to advise you about anything) nor as representing any third-party.
