Customer service operations is one of the most underserved areas in business education. There are plenty of leadership books and MBA frameworks, but very little practical, accessible knowledge for the people actually running contact centres, support teams, and CX operations day to day. LeadingCX exists to fix that.
This platform is built and maintained by Stoyan Tsekov — a customer service and operations leader with 15+ years of experience across fintech, Web3, and tech. I've run teams of 170+, built nearshore operations from scratch, and spent a lot of time figuring things out the hard way. The goal here is to share what I've learned in a format that's actually useful — not theoretical, not generic, and not AI-generated filler.
Practitioner-written content from real operational experience.
Interactive tools and calculators embedded directly in articles — not just theory.
Free, always. No paywalls, no premium tiers, no upsells.
LeadingCXis better when practitioners contribute to it. If you've spotted something missing, disagree with something, or want to suggest a new article — the platform has a built-in contribution system. Every accepted contribution is credited.