Redefining customer support: Max Žagar’s CoreX journey

Max Žagar’s journey from an International Business graduate at RIT Croatia to co-founding a rapidly growing business process outsourcing (BPO) company, CoreX, highlights his unique approach to innovation, adaptability, and integrity in a competitive industry. After graduating in 2016, Max quickly began building a diverse skill set through internships that provided him insight into both regional and global markets. By 2017, he was already diving deep into the BPO industry, gaining invaluable experience across operations, workforce management, and business development. Reflecting on his early years, Max explains that the experience he gained was pivotal in identifying an opportunity: “I saw a chance to offer more agile, dedicated services to smaller clients in the DACH region (Germany, Austria, and Switzerland),” he says. This realization ultimately led him to co-found CoreX with a vision for delivering specialized, personalized BPO solutions.

Education as a Catalyst for Entrepreneurship
Max credits much of his entrepreneurial foundation to the International Business (IB) program at RIT Croatia. “The IB program equipped me with a solid understanding of finance, global business trends, and the tools essential for today’s work environment,” he notes, adding that the practical approach in the program made real-world problem-solving second nature. From understanding opportunity costs to embracing ethical business practices, Max was empowered to make decisions that would have lasting impact, not just on profits but on all stakeholders involved. Through hands-on case studies, internships, and an environment rich in international perspectives, Max gained a strong foundation in business fundamentals. He also highlights the importance of interpersonal skills developed through interactions with classmates, professors, and industry professionals, which broadened his perspective and instilled a collaborative spirit that now shapes CoreX’s culture. “All these interactions give you a broader perspective,” he reflects, noting how it prepared him to approach business with empathy and a wider understanding.

A Strategic Focus on the German Market
CoreX has carved out a niche in the German-speaking market, a decision Max describes as a “logical step” shaped by Croatia’s strong multilingual workforce and the high demand for German language skills. Germany’s commitment to quality customer service has guided CoreX in tailoring its offerings with an emphasis on linguistic fluency and cultural nuance. By focusing on the unique standards of the German market, Max and his team have cultivated deep relationships with clients, cementing CoreX as a trusted partner in the region.

Building CoreX: Agility, Innovation, and Adaptability
Scaling CoreX to deliver dedicated teams within four to six weeks presented significant challenges, which Max addressed by establishing a streamlined recruitment, training, and onboarding process. “Clear communication in managing expectations and an experienced management team help us maintain consistency,” he says. Max also emphasizes that agility is the cornerstone of CoreX’s success. Together with their local software partner, CoreLine, they integrated technology to optimize scheduling, payroll, recruitment, and other processes, enabling CoreX to scale without a corresponding increase in overhead. This lean, tech-driven approach also means CoreX can operate with agility, avoiding costly errors and remaining responsive to evolving client needs.

Looking ahead, Max sees ample opportunity to expand beyond the DACH region while continuing to innovate in customer experience through technology. By partnering with CoreLine, Max envisions bringing more tech-driven solutions—like AI chatbots and automated dashboards—to support clients’ evolving needs. “The landscape in the BPO industry is shifting rapidly, and that opens doors for smaller players like us who can adapt quickly,” he shares. In five years, Max envisions a diversified client base across Europe and an even more advanced range of services that leverage automation and AI.

Advice for Aspiring Entrepreneurs
For students and recent graduates, Max underscores the value of identifying and solving a real need in the market. “Deliver exceptional value by constantly putting yourself in your client’s shoes,” he advises. He also recalls the advice he received early on: “The best investment you can make at this moment is in yourself.” Max encourages young professionals to prioritize learning and growth over immediate compensation, using their formative years to build a foundation that will pay dividends later in life.