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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

Want next-gen corporate infrastructure that truly works?' Then think of Artificial Intelligence (AI) not as a pretty, design piece of furniture, but as the heartbeat of a modern building - a seismic-resistant, smart system that ensures the entire structure functions intelligently. 

Introducing AI into a business without preparing the groundwork is like installing a state-of-the-art elevator in a crumbling building without strengthening the foundations. While the elevator might move quickly, the

I can remember when mobile phones became ubiquitous. In the 80s, there were a few early adopters carrying enormous phones around self-consciously, but in the 90s, phones became small enough to fit in your pocket. Companies from my part of the world - such as Nokia and Ericsson - ruled the cellphone market globally. [Now, all those old phones are in museums

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

You have heard the buzz: AI is racing toward superintelligence, and it’s going to change everything. But for CX professionals, this narrative often feels disconnected from the day-to-day work of improving customer service and satisfaction. While the pursuit of Artificial General Intelligence (AGI) is fascinating, the true AI revolution is already happening in how we analyze data, personalize interactions, and streamline operations.

We might not know your favorite local restaurant, but we do know this: you’d rather download a rival delivery app than call the helpline over an order glitch when those cravings hit. Consumers no longer want to explain their problem and wait for an answer. They expect the solution to already be there, quietly waiting, as if the brand read their mind before they even picked up the phone or opened the app.

Now imagine this: you’re grabbing a drink after a long flight and haven't even realized you