Edvin Cernov

Edvin has worked in customer experience since 2014, on both sides of the outsourcing relationship. He started as a subject matter expert at PFSweb, a commerce outsourcing provider, then spent nearly six years at Canada Goose, rising from team lead to Senior Manager of Customer Experience and running service across multiple call centers while the business doubled year over year. He went on to lead the function as Director of Customer Experience at Mejuri. Along the way he has hired and trained frontline teams, run outsourcing partners on site through peak seasons, built voice-of-customer reporting, and chosen and rolled out the tools underneath all of it.

At rethinkCX he does that work for companies that don't have a CX department yet, most recently a six-week, organization-wide CX assessment: interviews across every team that touches the customer, ending in findings presented to leadership. His rule hasn't changed since the call-center floor: if a company is serious about customer centricity, the frontline agent is the goalpost.