Case Studies: Brands Excelling in CX
Customer experience case studies: the specific moves leading brands made to win loyalty, and what you can borrow for your own program.
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
AI Co-Pilot for Call Centers: What Actually Works in 2026
AI co-pilots for call centers in 2026: where they move handle time and CSAT, where they fail, and a practitioner's view of what to look for in deployment.
Edvin Cernov
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 Outsourcing in 2026: Strategies, AI Integration, Cost Models
How CX outsourcing in 2026 blends skilled teams with AI and analytics, plus the cost models, partner selection, and nearshore vs offshore choices that decide it.
Edvin Cernov
Scaling a Call Center with BPO: A Practitioner's Playbook (2026)
How to scale a call center with BPO in 2026: the four operational levers that work, the failure patterns to avoid, and what AI changes about ramp economics.
Edvin Cernov
6 Best BPO Locations for Call Centers (2026)
Compare the top BPO destinations (Philippines, India, Mexico, Colombia) on cost, talent, and fit to pick the right call center location.
Edvin Cernov