How to Build a Customer Experience Strategy
A customer experience strategy only counts when it's wired into the P&L. The five pillars that move retention, and why most strategies never touch them.
Edvin Cernov
CX Strategy & Operations
28 articles in Customer Experience
Interview with Ron Dutta from FLIP
Ron Dutta on a career in BPO and CX sales: lessons from retail, healthcare, fintech, and the role of AI in modern customer experience.
Edvin Cernov
5 Call Center Management Practices That Hold Up
Call center management comes down to five practices that survive contact with reality. None of them are software.
Edvin Cernov
Top Customer Service Providers in 2026: Reviewed & Compared
The top customer service providers in 2026: ContactPoint 360, Gexel, Nutun, Helplama, Concentrix, SupportNinja and more. Compare strengths, fit, and pricing.
Edvin Cernov
CX from the buyer's side
An email when there is something genuinely worth reading: what is working in CX and call center operations, and what quietly is not.
More on voice of the customer
How to Map a Customer Journey, Step by Step
A customer journey map is only useful if operations can run on it. Six steps from touchpoint inventory to a map that isn't wall art.
Buyer Journey vs Customer Journey: The Real Difference
The buyer journey ends at the contract. The customer journey is everything that happens after, and the handoff between them is where B2B revenue quietly leaks.
How to Optimize the Digital Customer Journey
Digital journey optimization usually polishes touchpoints that can't see each other. Prioritize by revenue and fix the data layer first.
Omnichannel Customer Service: The Data Layer Decides
Most 'omnichannel' service is multichannel in disguise. The real thing is a data-layer project, and the retention gap says it's worth it: 89% vs 33%.