editor’s note

What back-to-school season taught me about ‘minimal acceptable friction’
Why Mountain Equipment Co-Op may be risking a CX comeuppance
When CX professionals became crisis counsellors
Kantar CX+ brand promise
Your inability to articulate a company’s brand promise could explain its CX failures
These CX stats suggest companies are lying to themselves about the quality of human-machine handoffs
Virtual event experience design
Virtual events may be missing a single element that could redeem the whole experience
What may get overlooked amid the debate over CX efficiencies
Use CX foreshadowing to change experiences in ways that build customer trust and buy-in
Endangered Experiences: The coworker coffee break
Meet the ‘experience hackers’ who will help companies win back customers