Blog
Published on Tue Nov 10 2026
Updated on Tue Nov 10 2026
4 minute read
You’ve spent years building your business, and you protected it fiercely while it was small. Then product-market truly takes off: orders multiply, but investors push for speed, and the quality and focus that made customers fall in love with your product start to slip. That’s the core challenge every founder we work with at Awesome CX, Transcom's scale-up-tailored offering, faces this paradox: How do you scale without becoming just another product in the market?
Scaling quickly doesn’t have to m
Created at Tue Nov 10 2026
9 min read
A scale-up that brings in outsourced customer support for a seasonal peak or a sudden jump in demand will need fewer agents once volume settles. Before signing, it should know how quickly a partner can staff up and what the contract allows when the program shrinks again. Training ownership after agents go live needs a clear answer as well. With those answers, the company can compare partners on more than the hourly rate.
Take a 60-seat team that grows to 150 for eight weeks and then has to shri
Walk into any contact center and ask a customer support representative what happens when a review hits their calendar. More often than not, the support team reacts with anxiety rather than anticipation. That's not because the employee is performing poorly. Rather, quality assurance has shifted from developing people to policing them. Companies have built complex systems designed to catch mistakes, document failures, and rank employees against rigid benchmarks that often fail to reflect the reali
Created at Fri Oct 16 2026
4 min read
Customers don't wake up hoping to test your chatbot. They arrive with a task, a problem, or a small burst of impatience that usually started somewhere else in the journey. They want a fast answer, a clear next step, and the sense that your brand understands the difference between self-service and complete neglect. The first is a welcome convenience; the second is an instant loyalty-killer. That's why customer experience with AI-powered chatbots has become more than a technology conversation.
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Transcom Staff
Created at Fri Oct 09 2026
10 min read
Customer satisfaction might be key to long-term business success, but satisfying today’s CFOs and board members to secure the necessary investments takes hard financial evidence. Discover what CX ROI really means in financial terms and why it’s so critical to your bottom line. We break down the four-step framework you’ll need to measure it in practice - from establishing baselines and determining CX levers, to linking them to financial outcomes and calculating net returns. We’l
Created at Mon Sep 28 2026
4 min read
DeepSeek was only founded in 2023. The company is based in Hangzhou, an important port city in Eastern China that has been a strategic hub along the Silk Roads for thousands of years. DeepSeek has been building large language models (LLMs) since the company was created, but the[ 2025 release of their R1 LLM challenged](https://www.techtarget.com/whatis/feature/
Created at Fri Sep 25 2026
5 min read
An automated system has answered a customer’s question. The answer is accurate in itself, but it has missed the true reason for the contact. The customer has to explain the situation again, this time to human support. The support representative resolves the issue, but notices something else: the same misunderstanding keeps appearing across multiple customer journeys. When a mistake repeats at scale, who owns the lesson? And what should a global enterprise expect from a CX partner whose job inclu
Created at Mon Sep 21 2026
3 min read
A permanent resignation or a temporary engagement drop? Either way, for BFSI brands, losing their most experienced experts’ efforts for even a moment can turn routine risk into a crisis. For many, CX is the weakest link in this chain. Call centre agent turnover in the UK runs at 31.2% a year and is still rising. This against a European workforce that [Gal
Created at Thu Sep 17 2026
6 min read
Something happens when a technology concept outpaces the terminology we have to describe it. Across the customer experience landscape, vendors start applying the same label to wildly different things. For instance, industry leaders start buying into the AI label instead of its real operational capability. And somewhere between the pitch deck and the production environment, the real question gets lost: does any of this actually address a real operational need? Agentic AI has reached that stage.
Created at Fri Sep 11 2026
3 min read
This is an interesting thought experiment that is worth exploring for anyone involved in buying or selling enterprise services. Think about two companies in your industry that essentially offer the same services, but in an entirely different way. Banking is a good example. There are several European banks that have been continuously operating for almost 300 years. You can imagine how some of these bank branches look. I
