Customer Churn Prediction: Models Are the Easy Part
Churn prediction models are the easy part. Most programs stall at the action layer, where a risk score has to become someone's job by Friday.
Edvin Cernov
CX Insights & Strategies
Practical guidance on call center outsourcing, CX strategy, customer journey mapping, and the technology that powers it all.
Latest articles, page 3
When Should a Startup Outsource Customer Support?
There is a right stage for a startup to outsource support, and before it, doing it yourself is the point. When to delegate and how to vet the first partner.
Edvin Cernov
AI Personalization in Customer Interactions
AI personalization can lift revenue up to 40% when the data behind it is real. The use cases that get there, and the privacy risks that ride along.
Edvin Cernov
Machine Learning for Customer Insights, in Practice
Machine learning finds the customers about to leave and the reasons hiding in their feedback. The model is rarely the hard part; acting on it is.
Edvin Cernov
AI in CX: What Works and What's Theater
AI earns its keep in customer experience on the agent side, long before the customer ever talks to it. Where the ROI is real and where it's theater.
Edvin Cernov
How to Reduce Call Center Agent Attrition
Agents rarely quit over pay once it clears the local floor. They quit their supervisor and their schedule, which is where the retention work actually is.
Edvin Cernov