The Angus & Pete Show CX Podcast

• Ep16 - Business Case v Basket Case

  In this episode, Angus and Pete discuss the importance of understanding stakeholders when presenting business cases. The conversation also highlights strategies for crafting compelling proposals and navigating the complexities of boardroom dynamics, emphasizing the need for preparation and awareness of potential objections. Takeaways Understanding stakeholders is crucial for successful sales. Sales champions may lack experience in presenting business cases. A compelling business case should clearly state the problem. Navigating boardroom dynamics requires knowledge of key players. Business cases presentations to the board must address the cost of inaction. Quick wins can help persuade decision-makers. Prediction of likely objections and how to handle them is important preparation. Researching company ownership can reveal hidden decision-makers. Effective champions can improve sales outcomes. Keywords customer engagement, AI, sales, business case, boardroom dynamics, stakeholder management, customer service, ethics, accent modification, sales challenges

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  30:50
• Ep15 - AI = Satisfaction Guaranteed?

  In this episode, Angus and Pete discuss the timing of customer feedback, and the evolving metrics in customer experience. They explore how AI is transforming customer satisfaction measurement and the significance of sentiment analysis. The conversation also highlights the risks associated with AI and the necessity of human oversight in customer service interactions. Takeaways Traditional metrics like average handle time may not reflect true customer satisfaction. AI can enhance real-time customer experience analysis. Sentiment analysis is becoming a vital metric in understanding customer emotions. Real-time feedback allows for immediate adjustments in service. AI may be able to predict customer behaviour and churn rates. Human oversight is essential in AI-driven customer service. Understanding the risks of AI is crucial for effective implementation. Customer experience should focus on ease and personalization. Keywords customer engagement, customer experience, AI in customer service, customer feedback, metrics, sentiment analysis, customer satisfaction, real-time analysis, retrospective analysis, risks of AI

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  28:48
• Ep 14 - This Little Piggy Went To Market

  In this episode, Angus and Pete delve into the different stages of activity required when building a new CX or Customer Engagement practice. The discussion focuses on the activities in the early stages of the process. They examine the importance of understanding the reseller-vendor relationship, and the various commercial models that can be employed. The conversation also covers billing expectations, onboarding processes, and how you should build your market offering so that you can sell successfully. Takeaways Building a go-to-market capability requires a structured approach. Understanding vendor relationships is crucial for successful engagement. Commercial models can vary and impact profitability and operational models. Legal and billing processes should be prioritized early in the process. Successful onboarding is essential for enabling sales teams effectively. Sales enablement involves educating and motivating the sales force. Deployment is not just about launching a product but also about driving adoption. A two-way relationship with your vendor of choice is key to success in the cloud service model. Keywords customer engagement, go-to-market strategy, vendor relationships, commercial models, pricing strategies, billing, onboarding, sales enablement, deployment, customer experience

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  29:14
• Ep 13 - Pitch Perfect

  In this episode, Angus and Pete investigate the anatomy of the CX and Customer Engagement sales pitch. They discuss the importance of understanding buyer psychology, the need for clear and concise sales pitches, and the role of demo’s in the sales process. The conversation emphasizes minimizing risk for buyers and making effective recommendations. The hosts provide practical tips for sales professionals to enhance their approach and build trust with clients. Takeaways Personal agendas make the world go round. Make a clear recommendation to simplify choices. Too many options lead to confusion and indecision. Keep technical details for emergencies only. Tell stories instead of relying on bullet points. Remove perceived risks to facilitate decision-making. Start with small wins to build trust. Keywords customer engagement, sales strategies, buyer psychology, sales pitches, minimizing risk, technology in sales, customer experience, sales process, effective communication, sales recommendations

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  30:54
• Ep 12 - A Little Bit More About EMEA

  In this episode, Angus and Pete explore the multifaceted world of customer engagement, focusing on cultural differences in business practices across various regions. They delve into the nuances of meeting etiquette in Sweden, Saudi Arabia, South Africa, and Serbia as examples of diversity in the EMEA market and highlight the importance of compliance and data protection. The conversation also touches on the intricacies of business entertainment and how it varies by culture, emphasizing the need for understanding and adapting to local customs and conventions. Takeaways Cultural differences are mirrored in business interactions. Sweden is known for its efficiency in meetings. Personal relationships in business are important in Saudi Arabia, South Africa and Serbia Data protection is a priority across all discussed regions. Business entertainment practices vary widely by culture. If you're going out for a business dinner in Serbia, wear your drinking trousers. Other countries are available. Keywords customer engagement, business culture, cultural differences, meeting etiquette, data protection, business entertainment, customer experience, global business, compliance, international relations

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  29:14

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