editor’s note

Why doom spending is never a great customer experience 
Columbia House is dying. Its CX lives on.
What that ‘No Influencers’ sign is really saying about CX challenges
Why AT&T’s use of AI in customer care should become a telecom industry standard
The beauty of Sephora’s ‘quiet hours’ strategy
In praise of Ikea’s short-term CX thinking
KFC is no chicken when it comes to transforming its customer experience
20-plus default e-mail and SMS notifications is not a CX strategy 
Tim Ferriss offers a unique take on customer sentiment
What Marriott wants from its next CX leader