editor’s note

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
Those anti-AI grads are your next customers
The truth about Starbucks’ $9 ‘premium experience’
Zendesk and the mother of all AI marketing mistakes
What happens to CX as UPS leans into product returns