editor’s note

The CX question that needs to be answered: ‘What would the human do?’
Your customer journey maps need an employee experience overlay
The SAP CX Live announcement you might have missed, and why it matters
Eddie Van Halen CX
What Eddie Van Halen understood about CX
What LinkedIn Stories tell us about CX in social media
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