Best Angus Pete Podcasts (2025)

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S2 Ep 4 | News Beat: December 2025 29:57

Play Pause

14h ago29:57

29:57

This episode of The Angus and Pete Show reviewed the recent CC Expo and tackled two major press articles concerning the state of AI adoption in the industry. The core discussion centred on the acknowledgment of the "hype" surrounding AI, the necessity of delivering real business value, and the critical importance of moving contact centres from perc…

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S2 Ep 3 | It's Not About the Tech, Stupid! 30:47

7d ago30:47

30:47

In this episode of the Angus and Pete Show, we talk about customer engagement and the painful disconnect many people feel when dealing with companies. Drawing on reports from Contact Babel, we discuss why technology alone can't fix customer experience. The real secret is empathy and focusing on core customer needs: speed, convenience, and the human…

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S2 Ep 2 | CX Insider: Uncle Ken on the Experience of Experience 45:43

26d ago45:43

45:43

Angus, Pete, and the highly experienced Uncle Ken, provide a sharp critique of the current state of the CX and Contact Centre industry. The key takeaway is that the constant "noise and burbling about artificial intelligence" is causing fragmentation and distracting the industry from crucial basics. The hosts and Ken conclude that high turnover amon…

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S2 Ep 1 | Here We Go Again! A is for . . . 29:15

1M ago29:15

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 t…

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S1 Ep 35 | S1 Recap: AI AI AI ... Oh! 23:11

2M ago23:11

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 …

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64: East Rock Porchfest 9/13 22:39

3M ago22:39

22:39

They've done it in Black Rock, they've done it in Milford, they've even done it in Wethersfield, but now New Haven is throwing their first ever PorchFest! The organizers of the first ever East Rock PorchFest talk about this completely free festival and the 54 bands that are playing it!By PLR Live + Local

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S1 Ep 34 | S1 Recap: Boardroom Blunders 24:36

3M ago24:36

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 in…

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S1 Ep 33 | S1 Recap: The Great Analyst Debate 23:13

4M ago23:13

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 beyo…

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S1 Ep 32 | S1 Recap: Taming the RFP Monster 23:24

4M ago23:24

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 …

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S1 Ep 31 | S1 Recap: What CX Buyers Want 24:03

5M ago24:03

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 com…

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S1 Ep 30 | The Whistlestop Tour 26:05

6M ago26:05

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…

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S1 Ep 29 | News Beat: June 2025 29:12

6M ago29:12

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 …

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S1 Ep 28 | CX Insider: Vinay on CX in the Boardroom 43:44

6M ago43:44

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.…

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S1 Ep 27 | GTM? Who's Job is it Anyway? 26:14

6M ago26:14

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 channe…

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S1 Ep 26 | It's the Proposition, Stupid! 28:27

6M ago28:27

28:27

In this episode, Angus and Pete focus on the significance of sales propositions, brand perception, and the shift from product-centric to proposition-centric strategies. They discuss how understanding the differences between brand, product, and proposition can enhance marketing efforts and drive sales. The conversation emphasizes the importance of c…

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S1 Ep 25 | CX Insider: Phil on Sales Engineers 39:28

7M ago39:28

39:28

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…

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S1 Ep 24 | The Outbound Odyssey 26:04

7M ago26:04

26:04

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…

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63: Reach NYC At The Webster! 43:03

7M ago43:03

43:03

Reach is coming to CT with Tim Montana Saturday 5/17! Their bassist Tim hates singing, and their singer Rene knows literally everybody.By PLR Live + Local

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S1 Ep 23 | AI Business Benefit: Is it Here Yet? 29:03

7M ago29:03

29:03

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 …

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S1 Ep 22 | Sign-off: The CFO 29:56

7M ago29:56

29:56

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. Takea…

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S1 Ep 21 | CX Insider: Terry on the RFP Game 43:06

8M ago43:06

43:06

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 p…

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62: Drew Angus 49:42

8M ago49:42

49:42

Fresh off an appearance on Chaz and AJ, Drew spoke to Jon about the struggles of managing the modern music industry and all of Jon's failed podcasts. Check him out at the SHU Community Theater this Friday 4/25/25!By PLR Live + Local

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S1 Ep 20 | The Devil is in the Discovery 30:36

8M ago30:36

30:36

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 ensur…

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61: Pete Francis - Revisited 38:11

8M ago38:11

38:11

My very first guest returns! The conversation is always brilliant with this multi-talented founding member of Dispatch, and this time was no exception. Check out his show at FTC this Saturday!By PLR Live + Local

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S1 Ep 19 | CX Insider: Dan on Service Levels & Perils 40:50

8M ago40:50

40:50

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…

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S1 Ep 18 | On Your Marks. Get Set. Demo! 31:54

9M ago31:54

31:54

In this episode, Angus and Pete focus on the critical role of demos in the buying process. They discuss various types of demos, their appropriate applications, and the importance of tailoring presentations to the audience. The conversation emphasizes the need for effective communication, storytelling, and understanding the buyer's journey to enhanc…

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S1 Ep 17 | CX Insider: Steve on Analysts 43:12

9M ago43:12

43:12

In the first of the CX Insider episodes, Angus & Pete explore the role of analysts in the CX space together with an insider guest, Steve. He shares his insights from years of experience as an analyst, discusses the challenges faced by them and how they operate. Takeaways The analyst community is very aware of the need to be seen to be open, honest …

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60: The Mushroom Cloud 28:09

9M ago28:09

28:09

The new album drops tonight! The MC boys spoke to Jon about the journey of being a band for 10+ years and finally answer the question of what came first. The band or the mushrooms?By PLR Live + Local

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A fascinating insight into Everton's new CEO, Angus Kinnear - with BBC Leeds' Adam Pope 50:28

9M ago50:28

50:28

Welcome to a new episode of the Esk Podcasts. With the Friedkin's effecting change across the senior levels of the club both on and off the pitch, it was no surprise that they looked for, and successfully appointed a brand new CEO. That person is Angus Kinnear, now former CEO at Leeds United where he spent eight years, initially addressing many of …

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S1 Ep 16 | Business Case or Basket Case 30:50

9M ago30:50

30:50

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 …

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S1 Ep 15 | AI = Satisfaction Guaranteed? 28:48

9M ago28:48

28:48

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 ser…

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59: St. Paddy's Day Celebrations w/ John Torres and Chris Andrews 30:22

9M ago30:22

30:22

Got plans for 3/14/25? Cancel them, Fairfield Ave is starting the party at noon and going all day, featuring the brand new Irish Village. I spoke to John from Park City Music Hall and Chris from Tautog Tavern to learn more.By PLR Live + Local

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S1 Ep 14 | This Little Piggy Went To Market 29:14

9M ago29:14

29:14

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 employe…

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S1 Ep 13 | Pitch Perfect 30:54

10M ago30:54

30:54

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. …

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S1 Ep 12 | A Little Bit More About EMEA 29:14

10M ago29:14

29:14

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 complianc…

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S1 Ep 11 | EMEA? Why isn't it like the USA? 27:00

10M ago27:00

27:00

In this episode of the Angus and Pete Show, the hosts explore the intricacies and the differences between the EMEA and US Customer Engagement and CX markets. They discuss cultural complexities, regulatory challenges, and effective actions for entering the EMEA market. The conversation emphasizes the importance of understanding local nuances and bui…

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Lancashire County Cricket Club - governance & issues many sports fans will be familiar with 1:09:41

10M ago1:09:41

1:09:41

Welcome to a slightly different podcast from me, Paul Quinn. Whilst normally I cover Everton Football Club, today I venture into the world of Lancashire Country Cricket Club with Alan Higham. Alan will be known to many cricket fans and cricket journalists as an ardent Lancastrian and follower of the England men's team. Having watched cricket in 50 …

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S1 Ep 10 | Practice Makes Perfect - Part 2 25:21

10M ago25:21

25:21

In this episode of the Angus and Pete Show, they continue the discussion around resellers building CX Practices, adding detail by popular listener demand. They talk about the importance of market research and emphasize the need for validation and understanding the competitive landscape while also sharing personal anecdotes and insights on effective…

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S1 Ep 9 | Practice Makes Perfect 27:57

11M ago27:57

27:57

In this episode of The Angus and Pete Show, the hosts discuss what it takes to create a Customer Engagement and CX practice and explore the implications for Customer Engagement resellers as they look to transition from traditional on-prem solutions to cloud-based services. The conversation emphasizes the importance of building a robust customer eng…

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S1 Ep 8 | AI in 2025 - Magic or Menace? 27:37

11M ago27:37

27:37

In this episode, Angus and Pete delve into the evolving landscape of customer engagement, emphasizing the critical role of AI in shaping future interactions. They discuss the importance of engaging customers early, the hybrid workforce of humans and AI, and the need for personalization and trust in customer experiences. Ethical considerations and s…

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S1 Ep 7 | RFP Part 3 - Remarkable F*cking Proposal 30:18

11M ago30:18

30:18

In the third episode of the Request for Proposal (RFP) series, Angus and Pete delve into the intricacies of the RFP process from the seller’s perspective. They discuss the importance of crafting effective proposals, and the necessity of understanding the buyer's motivations behind issuing an RFP. The conversation emphasizes the need for a structure…

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S1 Ep 6 | RFP Part 2 - Right F*cking Process! 29:15

12M ago29:15

29:15

In Part 2 of the Request for Proposal (RFP) series, Angus and Pete take a candid look at the RFP process from the buyer’s side, emphasizing the importance of context, stakeholder engagement, and clear evaluation criteria. They share anecdotes and best practices while highlighting common pitfalls to avoid, ultimately guiding buyers towards a more ef…

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S1 Ep 5 | RFP Part 1 - Real F*cking Problem? 28:08

12M ago28:08

28:08

This time, Angus and Pete delve into the world of the RFP (Request for Proposal) process. The conversation covers the intricacies of the RFP process, highlighting its benefits and challenges from both the buyer's and seller's perspectives. The hosts emphasize the importance of transparency, competition, and effective communication throughout the pr…

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S1 Ep 4 | The AI Exhibitionists 31:47

1y ago31:47

31:47

In this episode, Angus and Pete discuss the world of customer engagement, sharing feedback from listeners and insights from the recent Call & Contact Centre Expo in London. They explore the trends in vendor presence and the current state of AI in the industry. The conversation highlights the challenges and opportunities within customer engagement, …

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S1 Ep 3 | The Supply & Buy Chain 28:23

1y ago28:23

28:23

Angus and Pete delve into the complexities of the supply and buy chain, discussing the roles of vendors, distributors, and resellers. They explore the dynamics of market relationships, the importance of transparency, and how to measure success in customer engagement. The conversation emphasizes the need for businesses to understand the commercial c…

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S1 Ep 2 | CX? How did we get here? 29:07

1y ago29:07

29:07

In this episode, Angus and Pete explore the evolution of contact centres, tracing their history from the first telephone call to the modern-day integration of AI and customer engagement strategies. They discuss the importance of clear communication and the impact of terminology on the industry, emphasizing the need to balance customer experience wi…

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S1 Ep 1 | A is for Analyst 27:02

1y ago27:02

27:02

In their first episode, hosts Angus and Pete delve into the world of industry analysts, exploring their influence on vendor relationships and buying decisions. They discuss the importance of understanding the analyst community, the implications of reports like the Magic Quadrants, and how buyers can navigate these relationships effectively. The con…

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The Angus & Pete Show | Trailer 6:38

1y ago6:38

6:38

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 C…

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Bigger & better but also riskier 1:19:04

1+ y ago1:19:04

1:19:04

I get together with Matt Slater of the Athletic to chat with Bart Huby of LCP Actuaries whose football analytics division has produced a recent report on football finances entitled "Bigger, better but also riskier". The report can be found on the link below. We have a really passionate discussion, primarily focused on the findings of Bart's and LCP…

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58: #58 Evan and Zane at Park City Music Hall 11/7/23! 12:18

2y ago12:18

12:18

Evan Rachel Wood (West World, Frozen 2) and Zane Carney (Thundercat, John Mayer) talk to Jon about their upcoming show at Park City on 11/7/23, including the theme they chose specifically for Bridgeport!By PLR Live + Local