editor’s note

The ultimate CX takeaway from Rogers’ Internet outage
Why Air Canada is hitting turbulence as it reroutes its customer journey
Mini puzzle
Mini’s drive to deliver a ‘surprise and delight’ CX moment
Bringing CX and design together with Gusto
Where anthropology ends and CX begins
How TOMS ensured its new impact strategy was the right fit
The Spanish quest to outlaw automated customer service
The rationale behind Instacart’s customer ratings revamp
Burger King 911 customer feedback
Inside Burger King’s quest to get customers to give feedback (without calling 911)
dogfooding customer service
The CX downsides of ‘dogfooding’