AI Personalization at Scale: Where It Breaks
AI personalization at scale lives or dies on the data infrastructure underneath it. What makes it work, and the point where it usually breaks.
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 9
Omnichannel Customer Service: The Data Layer Decides
Most 'omnichannel' service is multichannel in disguise. 74% of customers are frustrated repeating themselves, and the data layer is what fixes it.
Edvin Cernov
Customer Loyalty: The Psychology of What Works
Customer loyalty has three layers, and they don't graduate into each other. Most programs optimize the shallowest one and wonder why nothing compounds.
Edvin Cernov
How to Build a Customer Experience Strategy
A customer experience strategy only counts when it's wired into the P&L. The five pillars that move retention, and why most strategies never touch them.
Edvin Cernov
Interview with Ron Dutta from FLIP
Ron Dutta on a career in BPO and CX sales: lessons from retail, healthcare, fintech, and the role of AI in modern customer experience.
Edvin Cernov
The 15 Best Customer Service Software Platforms in 2026
The 15 best customer service software platforms in 2026, compared on pricing model, real weaknesses, and fit by a CX team that has deployed every one.
Edvin Cernov