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.
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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.
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S1 Ep 33 | S1 Recap: The Great Analyst Debate
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.
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S1 Ep 32 | S1 Recap: Taming the RFP Monster
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.
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S1 Ep 31 | S1 Recap: What CX Buyers Want
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.
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!
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