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 engagement practice, defining success metrics, and fostering strong vendor relationships. The hosts also highlight the need for specialized expertise and a structured go-to-market strategy, concluding with key takeaways for businesses looking to thrive in this new environment.
Takeaways

Customer engagement resellers are struggling to adapt their business models
Leadership buy-in is essential for transitioning business models.
Expect different revenue and cost models
Focus on selling service benefits and not product features
You’re no longer reselling products, you’re driving adoption of services
Building a customer engagement practice is crucial for success.
Specialized expertise is necessary for effective implementation.
Vendor relationships can significantly impact business profitability.
A structured go-to-market strategy is vital for success.
Starting small and testing is a practical approach to growth.

Keywords
customer engagement, cloud solutions, vendor relationships, go-to-market strategy, training, expertise, business model, CX practice building, Customer Engagement, Customer Experience, CX, Customer Service, Contact Centre, Contact Center.

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