5 Top Customer Service Articles For the Week of July 13, 2020

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.
10 Essential Traits of Customer-Centric Brands by Mark Harrington
(CMSWire) There are 10 fundamental traits that provide the foundational stepping stones for an organization to become customer-centric.
My Comment: You may say you are customer-centric but are you really? Here is a list of ten ways companies are focused on their customers. You may like some or all – and you may have some to add to the list – but it will be hard to argue that what’s on this list couldn’t help any organization, big or small, be better aligned with their customers’ needs.
16 Statistics on Why Omnichannel is the Future of Your Contact Center and the Foundation for