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.
Welcome to Episode 30 of The Angus and Pete Show. This special episode serves as a comprehensive recap of the first 29 episodes.
The idea was inspired by avid listener Cyrille from Nairobi, who found episode recaps useful for weekly podcasts to revisit content or catch up on missed episodes. Finding their own back catalogue "heavy going," Angus and Pete enlisted their friendly AI assistant to summarise their journey so far, providing quick rundowns and reasons to revisit specific segments.
Key themes covered across the first 29 episodes include:
Analysts & Industry Evolution: Understanding the influential, yet often opaque, role of analysts like Gartner, and the history and jargon of the CX industry.
AI: Explored across multiple episodes, focusing on business value over technical jargon, hybrid human-AI collaboration, personalisation, ethics, sustainability, cost of ownership, and early findings on savings and workforce impact.
RFPs & Sales Strategy: A multi-part series on running effective Request for Proposal processes for buyers, and crafting high-quality, honest proposals for sellers.
Building a Practice & Go-to-Market: Advice for sellers and resellers on transitioning to cloud solutions, choosing partners, and aligning product, marketing, and sales for consistent messaging and successful launches.
EMEA & Cultural Nuances: Highlighting that EMEA is not a single market, emphasising the need for country-specific research, local trust, and understanding cultural impacts on business.
Boardroom & Business Cases: Discussions on why business cases are rejected, equipping champions with financial metrics, and understanding CFO and board priorities like strategic alignment, ROI, TCO, and risk mitigation over short-term gains.
Customer Interaction: Covering effective discovery, making pitches stand out, demonstration types, and the evolving role of outbound contact with a shift towards messaging and the concept of "Uber agents".
Proposition & Sales Engineers: Defining the difference between brand, product, and proposition, and the crucial role of sales engineers in selling product value.
Angus and Pete hope this overview encourages listeners to re-immerse themselves in the show. Don't forget to follow The Angus and Pete Show page on LinkedIn and subscribe on your favourite podcast platform.
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.
