The Angus & Pete Show CX Podcast – Détails, épisodes et analyse

Détails du podcast

Informations techniques et générales issues du flux RSS du podcast.

The Angus & Pete Show CX Podcast

The Angus & Pete Show

Business & Entrepreneuriat

Technologie

Fréquence : 1 épisode/10j. Total Éps: 37

The Ultimate Podcast for Call Center, Contact Center & Customer Experience Professionals. Looking to stay ahead in the world of call centers, contact centers, and customer experience (CX)? Join industry veterans Angus Peacey and Pete Brown as they dive deep into the technology supply and buy chain that powers customer engagement and service. From CX software vendors to resellers, analysts, consultants, and end users, we uncover the real challenges, motivators, and trends shaping the industry. Whether you’re a seller looking to sell smarter or a buyer aiming to make informed decisions, this podcast gives you insider insights to navigate the evolving tech sales and buyer landscape. Tune in and transform the way you approach selling or buying CX technology!

Lire plusRéduire

Site

RSS

Apple

Données mises à jour le 04/07/2026

Classements récents

Dernières positions dans les classements Apple Podcasts et Spotify.

Apple Podcasts

Spotify

Aucun classement récent disponible

Liens partagés entre épisodes et podcasts

Liens présents dans les descriptions d'épisodes et autres podcasts les utilisant également.

https://www.linkedin.com/in/piperdaniel/
2 partages

https://customerwhisperers.com/
1 partage

Qualité et score du flux RSS

Évaluation technique de la qualité et de la structure du flux RSS.

Qualité du flux RSS

Correct

Score global : 72%

Historique des publications

Répartition mensuelle des publications d'épisodes au fil des années.

Year

Derniers épisodes publiés

Liste des épisodes récents, avec titres, durées et descriptions.

S2 Ep 1 | Here We Go Again! A is for . . .

Saison 2 · Épisode 1

vendredi 7 novembre 2025 • Durée 29:15

Welcome back to The Angus and Pete Show for Series 2.

Angus and Pete tackle "A is for Adoption" in this episode. Everyone's building or buying contact center tech, but driving user adoption is the hard part. They discuss why many deployments fail: it’s not just tech, it’s organizational change, managerial vision, and employee willingness. We need to focus on Time to Value (TtV), which means delivering tangible business benefits quickly. The job starts, not finishes, at deployment. And remember, you must tell the users what’s in it for them. They also explore key paradoxes like the required hybrid approach to automation versus human touch.

Key Takeaways

Adoption is now a *strategic business imperative*, not just a function you tack on at the end of a project.
When deploying new technology, you have to prioritize *Time to Value* (TtV)—get users to an "aha moment" early on—and measure business outcomes, not just basic activities like agent logins.
Training shouldn't be a box-checking exercise; it should be *continuous education* focused on explaining the overall desired outcome and what benefit the new system offers to the people using it.

Lire plusRéduire

S1 Ep 35 | S1 Recap: AI AI AI ... Oh!

Saison 1 · Épisode 35

vendredi 26 septembre 2025 • Durée 23:11

In this recap, Angus and Pete look at the real story behind AI in the world of customer engagement. They discuss a study that found AI isn’t taking jobs but is creating new tasks for workers. The conversation also covers how AI is changing the way we measure customer service. It’s becoming less about speed and more about making things easy for the customer. They finish by talking about the often-overlooked costs and risks, from data quality and compliance to the environmental impact of AI.

Here are five things you will learn from the episode:

AI isn't taking jobs in customer service yet. Right now, it’s more about helping people be more effective and efficient, rather than replacing them.
Benefits depend on company support. You only see real time savings and quality improvements when employers actively train and encourage their staff to use AI as part of their daily work.
Metrics are changing. Customer experience is evolving, and new measures like customer effort score and sentiment analysis are becoming more important.
There are significant hidden costs and risks. You have to consider platform costs, implementation, data quality, compliance, and environmental impact to see the full picture.
It’s a strategic shift, not a simple tech fix. For AI to work, it requires a cultural change within the organisation. Everyone is still learning, so honest conversations are important.

Lire plusRéduire

S1 Ep 34 | S1 Recap: Boardroom Blunders

Saison 1 · Épisode 34

vendredi 5 septembre 2025 • Durée 24:36

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.

S1 Ep 33 | S1 Recap: The Great Analyst Debate

Saison 1 · Épisode 33

vendredi 15 août 2025 • Durée 23:13

We revisit our conversations on customer engagement, CX, and industry analysts. We focus the first of our CX Insider guests, Steve, a former Gartner analyst. He shared his views on the real purpose of analysts, the work behind Magic Quadrants, and how analyst events have changed. Steve's "three wishes" give great advice for the CX industry and beyond. We reinforce that bringing people and operations together is vital for seamless customer journeys.

Here are three things we learned:

Analysts, especially at big firms like Gartner, primarily focus on helping end-user clients spend their money wisely, not just serving vendors.
Creating seamless customer journeys depends on the convergence of people and operations. Technology isn't the main blocker; internal silos and personal agendas are.
Industry reports, such as Gartner's Magic Quadrant, are often out of date by the time they are published. The lengthy production process means they can be "ancient history" in today's fast-moving market.

Lire plusRéduire

S1 Ep 32 | S1 Recap: Taming the RFP Monster

Saison 1 · Épisode 32

vendredi 1 août 2025 • Durée 23:24

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.

Lire plusRéduire

S1 Ep 31 | S1 Recap: What CX Buyers Want

Saison 1 · Épisode 31

vendredi 18 juillet 2025 • Durée 24:03

In the first of the Season 1 recaps, Angus and Pete reveal what CX buyers really want and how to stand out in the riveting world of customer engagement sales. Learn to focus on the buyer's journey, not your own sales process. Simplify your message by offering clear recommendations and limiting options, as too many choices lead to confusion. Use compelling stories instead of bullet points to help buyers visualize solutions. Tailor product demos to the audience and buying stage, showing what truly matters. Crucially, reduce buyer risk and anxiety to overcome apathy and secure the sale.

Here are 5 key takeaways:

• Prioritise the buyer's process. • Offer clear recommendations, limit options. • Tell relatable stories, avoid bullet points. • Tailor demos to the audience and buying stage. • Reduce buyer risk and anxiety.

Lire plusRéduire

S1 Ep 30 | The Whistlestop Tour

Épisode 30

vendredi 27 juin 2025 • Durée 26:05

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.

S1 Ep 29 | News Beat: June 2025

Saison 1 · Épisode 29

vendredi 20 juin 2025 • Durée 29:12

In this episode, your hosts Angus Peacey and Pete Brown delve into three compelling news articles from 10th June, exploring the dynamic interplay between humans and Artificial Intelligence (AI) in customer service, contact centres, and customer experience (CX)

News Topics Dissected:

The Human Touch in AI Assistants: Drawing on an article from Fast Company titled "AI Assistants Still Need a Human Touch" by Alexander Kosavan, we explore why AI, despite its advancements, still struggles with understanding user context and intent.
Gartner's Prediction: AI and Workforce Reduction: We dissect a thought-provoking Gartner article predicting that 50% of organisations will abandon plans to reduce their customer service workforce due to AI.
Tackling High Agent Turnover in Contact Centres: Based on an article from customerthink.com by Wailios Aaron Batsis, this discussion confronts the persistent problem of high staff turnover in contact centres.

Tune in to discover the hosts' "biting judgment and unpopular opinions" on these pressing topics, and gain valuable insights into the evolving landscape of customer engagement.

--------------------------------------------------------------------------------

Key Takeaways for Listeners:

AI Needs a Human-Centric Approach: AI, in its current state, often struggles with context and emotional intelligence. While it can be useful for tailoring content, over-personalisation can be counterproductive or creepy.
AI is Not a Panacea; Human Touch Remains Critical: Many organisations are re-evaluating their plans to replace human agents with AI. The focus is shifting to how AI can support and enhance human capabilities, rather than eliminate them, as trust is paramount in customer service.
Embrace the Hybrid Model for Best Results: The most effective way to deliver a good customer experience is through a hybrid model that combines AI with human agents. AI should act as a complement to humans, not a replacement, aiding efficiency and accuracy while humans provide empathy.

S1 Ep 28 | CX Insider: Vinay on CX in the Boardroom

Saison 1 · Épisode 28

vendredi 13 juin 2025 • Durée 43:44

Join us for an exclusive deep dive with CX Insider Vinay Parmar, Managing Director of Customer Whisperers Ltd, as he shares invaluable insights from his journey from contact centre agent to board-level executive. Discover the stark realities of how customer experience plays out in the boardroom and learn what truly resonates with senior leadership. This episode offers a candid look at bridging the gap between sales and strategic decision-making.

Here are the key takeaways from our conversation with Vinay:

• Lived experience is incredibly valuable for leaders as it fosters empathy and enables a deeper understanding of frontline operations, helping to challenge narratives from the top. • Customer Experience (CX) encompasses all customer touchpoints, forming collective memories that drive future decisions, extending far beyond typical customer service or contact centre metrics. • Inconsistency in customer interactions significantly erodes trust and loyalty, impacting a brand's reputation and future business relationships. • Boards fundamentally prioritise risk and reward, focusing on increasing revenue, reducing costs, and ensuring regulatory compliance when evaluating initiatives. • Effective selling to the boardroom requires active listening, thorough research into specific problems, and presenting solutions with utmost simplicity, avoiding generic pitches or complex technical jargon.

If you want to find out more about Vinay or contact him, go to his website: https://customerwhisperers.com/

Lire plusRéduire

S1 Ep 27 | GTM? Who's Job is it Anyway?

Saison 1 · Épisode 27

vendredi 6 juin 2025 • Durée 26:14

Curious how software products successfully reach customers? Episode 27 of The Angus and Pete Show tackles a listener's dilemma: defining the different go-to-market roles in a software vendor. Angus and Pete break down key functions, from product strategy and channel partnerships to sales enablement, especially for SaaS products with reseller channels. Learn why clear ownership, consistent messaging, and strong enablement are crucial to avoid chaos and drive market success.

Takeaways from this episode:

Product is the Foundational Role: The Product House defines the product, its market fit, features, packaging, pricing strategy, and even operational elements like billing and order processing.
Channel Strategy is Critical for Market Entry and Scale: The Channel organisation owns the route to market through partners, focusing on segmentation, recruitment, enablement, and financial incentives like spiffs and market development funds.
Sales Enablement Bridges the Gap: A defined sales enablement function translates product and marketing material into actionable insights for both internal sales teams and external reseller partners, ensuring consistent and efficient communication.
Consistent Messaging is Non-Negotiable: All teams, internal and external, must deliver a unified message, with the proposition "nailed up front," to avoid buyer confusion or exploitation of inconsistencies.
Authoritative Cross-Functional Ownership is Paramount: Success hinges on clear, authoritative owners in the Product House, Channel organisation, and Sales, who must collaborate seamlessly due to their fundamental interdependencies.

Lire plusRéduire

Podcasts Similaires Basées sur le Contenu

Découvrez des podcasts liées à The Angus & Pete Show CX Podcast. Explorez des podcasts avec des thèmes, sujets, et formats similaires. Ces similarités sont calculées grâce à des données tangibles, pas d'extrapolations !

Il n'y a pas de contenu associé à ce podcast.

À propos Méthodologie Contact Me soutenir Politique de confidentialité Mentions légales

The Angus & Pete Show CX Podcast – Détails, épisodes et analyse

Détails du podcast

Classements récents

Apple Podcasts

Spotify

Liens partagés entre épisodes et podcasts

LinkedIn1

Other1

Qualité et score du flux RSS

Historique des publications

Derniers épisodes publiés

Podcasts et contenus similaires

Podcasts Similaires Basées sur le Contenu

Podcasts Similaires Basées sur le Contenu

LinkedIn1

Other1

Apple Podcasts

Spotify