editor’s note

Sephora’s scents and CX sensibilities, explained
The CX shift that WeWork overlooked
CX misspeaking, according to Miss Manners
John Legend is giving people a new way to sing a brand’s praises
How Rebecca Minkoff fearlessly expands her brand’s customer experience
Can you sum up your CX in a ‘Date Me’ doc?
The CX truth behind Delta’s SkyMiles debacle
Why Disney is doubling down on in-person experiences
Apple just recharged its customer-centricity cred
The ‘maybe later’ mistake brands keep making