5 Top Customer Service Articles for the Week of August 12, 2019

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too.
Everyone Hates Customer Service. This Is Why. by Sharon Terlep
(Wall Street Journal) Technology lets companies see how badly they can treat consumers, right up until the moment they bolt
My Comment: Let’s start with an article I read after I prepared last week’s Top Five Roundup. While it’s officially from last week (Saturday), it’s worth sharing. Just the title should pull you in. Does everyone hate customer service? Well, that’s a bold (overtly general) statement. Still, there’s some sound wisdom in this way of thinking. So, let’s find out why “everyone” hates customer service.
Calculating the ROI of CX: Complete Guide 2019 [Includes Spreadsheets] by Alyona Medelyan
(Thematic) This blog is a comprehensive guide