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 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
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.
