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-Pilots in the Call Center: Where They Pay Back
AI co-pilots pay back in handle time and CSAT before anything else. Knowing where they quietly fail is what separates pilots from rollouts.
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: What It Costs and When It Works
CX outsourcing works when the pricing model fits the work. What it costs, and the nearshore vs offshore call that decides most programs.
Edvin Cernov
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