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The Angus & Pete Show CX Podcast
The Angus & Pete Show
36 episodes
1 month ago
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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Management
Technology,
Business
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All content for The Angus & Pete Show CX Podcast is the property of The Angus & Pete Show and is served directly from their servers with no modification, redirects, or rehosting. The podcast is not affiliated with or endorsed by Podjoint in any way.
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.
Show more...
Management
Technology,
Business
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S1 Ep 34 | S1 Recap: Boardroom Blunders
The Angus & Pete Show CX Podcast
24 minutes
2 months ago
S1 Ep 34 | S1 Recap: Boardroom Blunders
In this recap of season one, Angus and Pete explore why a seemingly perfect sales proposal can get rejected at the final hurdle: the boardroom. They discuss the common pitfalls sellers face and offer a guide on how to equip your internal champions to successfully navigate the C-suite, especially the CFO. The Champion's Dilemma: Never assume your internal champion can effectively sell your solution to their board. Buyers often have little to no experience presenting business cases, so as a seller, it's crucial to coach and prepare them. Consider working with multiple champions to get a triangulated view of the organisation's priorities. Speak the Board's Language: Executives are laser-focused on the bottom line and want absolute clarity. The pitch must be concise, covering the problem you're solving, the cost of inaction, and your solution in simple terms. Use the company's own data to make your case, as generic case studies won't resonate. Know Your Audience: Understand the different priorities within the C-suite. The CFO is focused on financial impact and investment, while the CEO cares more about strategic alignment. Be aware of other influencers, including non-executive directors who may sit on multiple boards. Master the Financials: For the CFO, price isn't everything; being the cheapest can even be a red flag. Your champion must be prepared to discuss Total Cost of Ownership (TCO), payback periods (ideally under three years), and potential bill shock from usage-based models. Be precise with financial terms like ROI versus cost savings. Address Risk Head-On: Boards are risk-averse, so proactively address financial, operational, and execution risks. Remember to factor in opportunity cost—what the business can't do if it chooses your project. Emphasise how your solution minimises both business risk and the personal risk to board members' reputations. Prepare and Role-Play: Support your champions by helping them prepare a concise, one-page summary of the business case. Role-play the board presentation with them to build confidence and anticipate objections like "it's too expensive" or "the current system is fine". This preparation ensures they can deliver a quick, punchy, and compelling message.
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.