editor’s note

McDonald's CX team chief customer officer
McDonald’s forms a CX team and appoints a chief customer officer? I’m lovin’ it!
When the customer journey begins under false pretences
Why I’m joining the board of CXPA Toronto
vendor lock-in CX
Why vendor lock-in is the best example of CX at its worst
How spammers, trolls and other unwanted UGC can threaten the customer experience
Why the CX community needs a Self-Service Gap Score
CX warm introduction
Why CX should begin with a warmer introduction
What ‘personalization’ means when you’re not shopping for yourself
voice of the customer active listening
Why a VoC program should be an active listening program
Amazon Manage Your Customer Engagement
Why Amazon is (finally) opening up CX opportunities for sellers