What Is Customer Churn, and What Actually Fixes It?
Customer churn is the share of customers who stop buying in a period. Subscription businesses lose 3.6% a month, and about a third of it is failed payments.
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 6
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
Call Center QA: What to Measure and How
Most call center QA programs score calls and change nothing. How to pick the few metrics worth scoring and make evaluation actually move CSAT.
Edvin Cernov
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.
Edvin Cernov
How to Reduce Customer Service Response Time (10 Tactics)
How to reduce customer service response time without hiring: triage routing, autoresponder gaps, SLA segmentation, and AI deflection plays that work in 2026.
Edvin Cernov