In this episode, Angus and Pete talk to Phil about his extensive experience in sales engineering. He emphasizes the evolution of the sales engineer's role, the importance of understanding customer needs, and the critical nature of collaboration with product management. The conversation also covers the significance of demos, navigating RFPs, and the training and development of sales engineers. Phil shares valuable insights and pearls of wisdom for those in the sales engineering field.

Takeaways

• Understanding customer needs is crucial for effective sales.
• Demos should be tailored to the customer's specific requirements.
• Building relationships with customers is key to success.
• Collaboration with sellers and product management is vital for sales engineers.
• Training and developing sales engineers is an ongoing process.
• Listening and asking the right questions can lead to better outcomes.
• The sales engineering landscape is changing with the introduction of new technologies.

Keywords

customer engagement, sales engineering, demos, RFPs, product management, training, sales relationships, customer needs, sales process, technology

In this episode, Angus and Pete discuss the evolution and current state of dialers in CX and contact centers. They cover a bit of background, the various modes of dialing, the impact of digital channels on customer communication, and the integration of outbound voice and digital strategies to enhance customer experience. The conversation highlights the importance of understanding regulations and the need for a seamless customer journey across different communication channels.

Takeaways

• Dialers are still very relevant in customer engagement strategies.
• Digital channels are becoming the default for customer interactions.
• Asynchronous message channels see higher engagement rates than voice calls.
• Voice communication remains the go-to for urgent matters.
• It’s not about “what channel?”, but “how do you use them all together?"
• Successful outbound uses a digital first approach
• Digital channels + outbound voice could make the inbound CC obsolete.

Keywords

Customer Engagement, Dialler, Dialers, Digital Channels, Customer Experience, Outbound Calls, Predictive Dialling, Dialing, Voice Communication, Asynchronous Messaging, Customer Satisfaction, CX

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