editor’s note

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
What the Toys “R” Us AI movie overlooks
Starbucks’ quest for the occasional customer
Why emotion-canceling AI has no place in contact centers