editor’s note

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
covid in-store traffic
When ‘driving in-store traffic’ turned into ‘welcoming a few customers at a time’
What solving a wuzzle can teach you about tackling CX
5 ideas you should borrow from Zendesk’s ‘Empathy Lab’ to transform service and support experiences
When ‘extraordinary customer experience’ is a sign of the times, it’s a sign we’re in trouble