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.
Angus and Pete revisit their "RFP Trilogy" (Episodes 5–7) with bonus insights from CX6 insider Terry (Episode 21).
RFPs in a Nutshell:RFPs are structured buying processes designed for transparency, competition, and clarity.
For Buyers:
You’re selling too—make the opportunity attractive.
Set clear goals, engage stakeholders, and publish evaluation criteria.
Communicate well and stick to timelines.
For Sellers:
RFPs are costly (£30k per bid) and win rates are low (often under 10%).
Default to "no bid" unless it’s a strong fit.
Cold RFPs rarely convert.
Terry’s Four RFP Types: Full and Fair, Not So Open, Fantasy Shoppers, Free Consultancy.
Use BLUF—answer clearly and early; focus your summary on requirements, price, and value.
Price often decides—be competitive.
Be honest; fake social value is just a hidden discount.
RFPs aren't going away—but with structure and realism, they can work for everyone.
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.
