5 Top Customer Service Articles For the Week of July 27, 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.
Traditional vs. frictionless payments: Will customers trade security for convenience? by Pat Shea
(Retail Customer Experience) Since the start of the COVID-19 pandemic, many consumers, especially those who never shopped online before, turned to online payments out of necessity for everything from groceries to gifts. A major concern of these consumers was, and is, data security. Is their information safe online? How is it being protected?
My Comment: Today’s payment process, especially in retail, is headed toward a cashless system. COVID-19 had made touchless payment a popular way to avoid having to touch anything. It was predicted many years ago that our society would eventually go cashless. Regardless of the type