editor’s note

Taylor Swift just remapped the customer journey
What Sam Altman gets wrong about customer service
Why Vogue is giving fashion customers Vette
When airlines let you dance like no one was flying
The subliminal narrative your customers need to see
Why your CX should feel like a weighted sloth
The ugly truth about beautiful customer service staff
Just say no to synthetic customers
My ‘Mean Girls’ experience was a smoke show
What is an irrealis mood and how does it affect customer experiences?