editor’s note

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
LG shuts down mobile business unit
The end of LG smartphones mark an unusual (but critical) customer moment that matters
What Volkswagen’s ‘Voltswagen’ prank says about CX