Blog
Published on Thu Apr 02 2026
Updated on Thu Apr 02 2026
3 minute 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
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
Created at Mon Mar 02 2026
4 min read
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
Created at Thu Feb 26 2026
6 min read
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.
Created at Mon Feb 16 2026
5 min read
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
Created at Tue Feb 10 2026
5 min read
We humans constantly push the boundaries of technology to make our lives easier and more efficient. When we succeed, we often find that our creations shape us just as much as we shape them. And today, the aviation industry that has revolutionised every aspect of our world since the invention of the aeroplane is undergoing a transformative shift of its own.
Just as computers and electronics sparked the journey towards automation, digitalisation and artificial intelligence (AI) are fundamentally
