Voice of the Customer (VoC) Programs: 2026 Practitioner Guide
How to build a VoC program in 2026 that drives operational change: channels, analysis, closed-loop feedback, and what 20%+ CLV lift actually requires.
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 8
Scaling a Call Center With BPO: The Playbook
Scaling a call center with a BPO fails in predictable ways. Four operational levers that work, and what AI changes about the ramp economics.
Edvin Cernov
6 Best BPO Locations for Call Centers
Philippines, India, Mexico or Colombia is really a question about your volume, complexity, and time zones. The honest tradeoffs, destination by destination.
Edvin Cernov
Fractional CX: When to Use It and What It Costs
Fractional CX buys a senior leader without the $249K full-time CXO price. When the model works, when it doesn't, and how an engagement is structured.
Edvin Cernov
5 CX Trends Shaping 2026 (And How to Act on Each)
The five CX trends actually shaping 2026: hyper-personalization, community-driven engagement, agentic AI, action-cadence cultures, and trust as differentiator.
Edvin Cernov
Subscription Retention: How to Keep Subscribers Engaged
Subscription churn is mostly decided by week four. Activation gates, early intervention, and the payment recovery most teams leave on the table.
Edvin Cernov