How BPO Went From Cost-Cutting to Strategy
BPO started as a 1980s cost play until Kodak's 1989 deal made it a category. It has been quietly turning into a strategic capability ever since.
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 5
12 Best CX Certifications for 2026 (CCXP, Forrester, Medallia)
12 top CX certifications in 2026 compared on cost, prerequisites, and career impact, from free HubSpot tracks to the $645 CCXP and the $2,518 Forrester program.
Edvin Cernov
Customer Experience Has 3 Dimensions: Success, Effort, Emotion
Customer experience has three dimensions. Forrester calls them Ease, Effectiveness and Emotion. Here is the case for Success, Effort and Emotion, and which one actually decides loyalty.
Edvin Cernov
What Is Customer Churn, and What Actually Fixes It?
Customer churn is the rate at which customers stop doing business with you. Most teams measure it correctly and then fix the wrong kind of it.
Edvin Cernov
What Is BPO? Business Process Outsourcing, Explained
BPO means contracting a business function out to a specialist provider. Understanding how the vendor makes money is what keeps your deal from going wrong.
Edvin Cernov
10 BPO Trends Reshaping Outsourcing in 2026
The BPO trends shaping 2026: AI restructuring the category, nearshore growth, vertical specialization, outcome-linked contracts, and ESG sourcing.
Edvin Cernov