Blog
Published on Wed Apr 29 2026
Updated on Wed Apr 29 2026
4 minute read
We make unconscious choices several times every single day. Most people rarely stop to think about them because they are unconscious - it requires focused effort to stop and think precisely about what you are doing. Driving is a good example. When you first learn to drive a car, you need to think about each action, but it eventually becomes natural and fluid.
Earlier this week, I was thinking about this in the context of customer service teams. It’s one of those subjects that works well at the
Created at Thu Apr 23 2026
4 min read
One of the recurring themes in AI research is how close we might be to an Artificial General Intelligence (AGI). This is often described as a superintelligence - a system that would surpass the human brain and therefore create a dangerous situation where our machines can outthink and outsmart their creators.
It is an honest debate with well-known supporters. [The CEOs of OpenAI, Google DeepMind, and Anthropic](https://ai-2027.com/
What motivates our people to strive for the best? It’s not a mere matter of discipline, it’s the devotion that emerges when passion meets purpose. At Awesome CX, our employees do more than come to work. They show up as part of a community. One that believes customer experience is rooted in human connection, shared values, and the relationships built along the way.
Much of our work is centered on helping brands support their customers. This year, however, we took a moment to turn that focus
Created at Tue Apr 07 2026
4 min read
When you hear customer experience, you probably think of a frontline function. What comes to mind: response times, tone of voice, escalation paths, or another factor that seems downstream of your operational core? It’s time for a CX reality check.
Far from being a procedural extension of a stable system, customer experience is shaped by - and shapes - your business’s constant transitions. When warehouses migrate, when platforms change, when regulations evolve, ‘frontline’ decisions must be
Created at Thu Apr 02 2026
3 min read
AI is accelerating faster than enterprise operating models were designed to handle. In every organization, transformation is underway. Roadmaps are expanding, budgets are shifting, and expectations from boards and customers are rising. But acceleration without structure creates volatility - and customer experience is no exception to the rule. While technology introduces possibility, leadership determines whether that possibility becomes measurable value or a mere disruption.
Navigating this ten
Created at Wed Apr 01 2026
6 min read
Development is no longer the hardest part of the gaming industry. After decades spent perfecting the art of building worlds, even challenger studios now have access to powerful engines, efficient collaboration pipelines, and global development teams that can consistently ship high-quality titles.
The greatest challenge gaming companies confront today - the one that separates noobs from pros? It’s all about what happens after launch: the moment players show up. That’s when the game changes, bec
Created at Fri Mar 27 2026
5 min read
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
Created at Tue Mar 17 2026
2 min read
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
Created at Mon Mar 09 2026
4 min read
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
Created at Thu Mar 05 2026
4 min read
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
