In this episode, Angus and Pete look at the impact AI is really having on the CX industry and people, jobs and the customer experience. The conversation highlights the need for a clear understanding of current capabilities and the challenges faced in data management and legal considerations. Ultimately, they emphasize the importance of a strategic approach to AI in customer engagement encompassing employee training and cultural change.
Takeaways
Evidence of AI delivering significant business benefit is still hard to find.
A lot of vendor claims seem unrealistic and lack context.
Study shows no clear evidence of AI reducing labour costs.
Businesses see more benefits when employers encourage AI use.
A strategic approach to AI is necessary for real benefits.
Training and cultural change will drive effective adoption of AI tools.
Understanding current state is crucial for accurate ROI predictions for AI.
Data quality is a significant challenge for AI deployment.
Many organisations see security and privacy as the top challenge in AI deployment.
Keywords
customer engagement, CFO, financial metrics, ROI, project viability, compliance, opportunity cost, resource allocation, business case, customer experience
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29:03
Ep 22 | Sign-off: The CFO
In this episode, Angus and Pete focus on the critical role of CFOs in evaluating business proposals. The conversation highlights the need for CX and Contact Centre sellers to articulate their proposals in a way that resonates with financial stakeholders, ensuring that all aspects of a project are thoroughly considered before seeking approval.
Takeaways
Highlight Strategic Alignment: Clearly demonstrate how the project aligns with the organization's strategic objectives (e.g., market expansion, operational efficiency, or innovation) and delivers measurable business value.
Emphasize Financial Viability: Provide a detailed financial analysis, including ROI, TCO, payback period, and potential cost savings or efficiency gains. Ensure assumptions are realistic and supported by data.
Address Risks and Mitigation: Outline key risks (financial, operational, or market) and provide robust mitigation strategies. Projects with an acceptable risk profile and clear contingency plans are more likely to be approved.
Show Scalability and Long-term Benefits: Demonstrate how the project positions the company for future growth, supports scalability, and adapts to evolving market or technological trends.
Consider Stakeholder Perspectives: Incorporate insights from the CEO (strategic vision), CIO (technological feasibility and security), and other key stakeholders to present a well-rounded case that addresses all critical evaluation criteria.
Keywords
customer engagement, CFO, financial metrics, ROI, project viability, compliance, opportunity cost, resource allocation, business case, customer experience
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29:56
Ep 21 | CX Insider: Terry on the RFP Game
Summary
In this conversation, Terry shares his extensive experience in CX and Contact Centre sales, particularly in the public sector. He discusses the differences between public and private sector sales, the intricacies of the RFP process, and the importance of understanding the bidding landscape. Terry emphasizes the need for honesty in the procurement process and the significance of social value in public sector contracts. He also categorizes different types of RFPs and shares insights on how to navigate the tender process effectively.
Takeaways
Most public sector procurements try to get the best for their organisation.
The public sector sales process is structured but challenging.
Understanding the cost gate is crucial in public sector bidding.
The average success rate for cold tenders is between 7-8%.
Not all public procurement processes are fair and transparent.
RFPs often includes poorly articulated and unrealistic requirements.
Engaging in early market conversations can influence procurement processes.
Honesty in the tender process can lead to better outcomes for all parties.
Social value is a critical component of public sector contracts.
May the 4th should be a national holiday for Star Wars fans.
Keywords
customer experience, public sector, sales, RFP, bidding process, social value, procurement, tender process, business development, honesty
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43:06
Ep 20 | The Devil is in the Discovery
In this episode, Angus and Pete, focus on the discovery process in sales. They discuss the importance of understanding customer pain points, engaging multiple stakeholders, and the role of technology and AI in enhancing customer experience. The conversation emphasizes the need for thoughtful questioning and effective stakeholder management to ensure successful outcomes in sales processes.
Takeaways
Discovery is not just one step; it's everywhere in the sales process.
Ask thoughtful questions that encourage the buyer to think differently.
Engage with multiple stakeholders to gather diverse insights.
Understand the customer's current state and pain points thoroughly.
Define future goals to align solutions with customer needs.
Pay attention to current attitudes to AI and cultural factors.
Start discovery with a focus on reporting and analytics.
Stakeholder management is key to successful discovery.
Pre- and post-sales discovery findings should be tied in to each other.
Keywords
customer engagement, discovery process, sales strategy, customer experience, stakeholder management, AI in CX, contact center metrics, reporting, customer pain points, technology in sales
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30:36
Ep 19 | CX Insider: Dan on Service Levels & Perils
In this episode, Angus and Pete talk to CX Insider Dan, a seasoned expert in contact centres and customer experience operations management. They discuss the evolution of customer service, especially in the post-COVID landscape. They explore the challenges faced by customer service operations, the impact of data transparency, the importance of agent wellness and the role of leadership in fostering a supportive work environment. Dan shares valuable insights on how businesses can improve their customer service strategies by understanding employee needs to drive performance.
You can see more about Dan, read his articles and contact him here:
https://www.linkedin.com/in/piperdaniel/
Takeaways
The COVID-19 pandemic has drastically changed customer service expectations. It’s made customers less demanding, and many businesses are still hiding in the customer service fog of the pandemic.
Data transparency within businesses is essential for making challenges visible and gaining stakeholder support.
Agent wellness is crucial for maintaining effective customer service operations.
Performance in customer service is driven by behaviour, not data.
Technology should enhance human interaction, not replace it.
Leadership must be involved in fostering a supportive work environment.
Don’t even think about throwing technology at a problem before you have optimised your processes and your people.
Keywords
customer engagement, CX, technology, analysts, customer experience, AI, market trends, industry insights, innovation, business strategy
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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