Leaders’ most valuable insights don’t come from their titles. They come from lessons learnt along real professional journeys. That’s the wisdom behind our Leading Voices series charting the careers and challenges of the real pioneers behind the future of customer experience. And there couldn’t be a richer example than the story of Julie ‘Jam’ Barton. With more than 16 years of experience across both client and BPO environments, she now leads global training and communications for member servic

At Awesome CX, we believe great customer experience does not start with a script. It starts with the people on the front lines. The individuals answering the phone, responding to chat, and guiding customers through moments that matter are not just support resources. 

They are the face of your brand. They are the voice customers hear when something goes wrong. They are often the first and most lasting impression a customer has. It’s a powerful reality that fundamentally shapes how we build teams

If you are a Medi-Cal member, the phrase “eligibility redetermination” probably does not spark joy. Instead, people often think of endless paperwork, lost passwords, and forms that seem to go on forever.

That's why, for those managing health plans, these redeterminations are more than a compliance task. They’re high-risk CX moments. Missing a notice or misunderstanding a form can leave members cut off from coverage. It feels like a personal inconvenience rather than a simple process, and your r