editor’s note

JetBlue’s airport lounges are filled with CX opportunities
What a true Waymo moment feels like
What Google Shopping’s virtual try-on tech leaves out
The strategy behind J. Crew’s catalog comeback
What Japanese 7-Elevens do differently
Phil Donahue, a surprising CX role model
The White House war on customer service ‘doom loops’ explained
Why celebrities don’t make chatbots any better
At least lonely millionaires get 24/7 customer service
Why the hotel guest experience is splintering