editor’s note

Does your CX strategy include a customer relief program? Maybe it should
The true cost of ‘premiumization’
When a different level of CX is indicated by a blue check mark
What fast food chains teach us about the link between CX and architecture
Netflix surprise me button cx
The end of Netflix’s ‘Surprise Me’ button, explained
Life in the CX slow lane
Who are you calling a Director of CX?
Equinox fitness CX
Equinox’s CX strategy may be in better shape than you think
Why that ‘Happy Holidays! e-mail could ruin your customer experience
The CX genius behind Spotify Wrapped