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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

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

In today’s global market, where digital innovation and technology drive the pace of change, there remains one fundamental pillar behind every success: human value. At Transcom, we have always believed that excellence in Customer Experience (CX) is born from an equitable work environment where merit knows no gender and every talent has the space to thrive.

It is with deep pride that I share a significant milestone for our organization: Transcom Italy has officially obtained the [**UNI/PdR 12

Standing on stage in front of 2,600 people, surrounded by lights and celebration - that’s where I found myself as we marked the 20th anniversary of Transcom Tunisia. In a moment like that, it’s easy to get caught up in emotion. But as a Regional Director, looking out at that crowd forced me to reflect on something more pragmatic: What actually keeps a CX business model thriving for two decades in a competitive global market?

In an industry often defined by recurrent change and fast-paced requir

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For me, this journey is more than just a certification, it’s a deeply personal and professional commitment to fostering a workplace where everyone can truly thrive. At Transcom, we believe that creating an environment grounded in fairness and inclusion isn’t just a moral obligation; it’s a strategic necessity in today’s competitive landscape. That’s why we’ve chosen to pursue the rigorous [UNI/PdR125:2022](https://certificazione.pariopportunita.gov.it/public/info#:~:text=The%20UNI%2FPdR%20125%3A