5 Top Customer Service Articles For the Week of March 2, 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.
CX Is Broken: Five Takeaway’s From NTT Ltd’s 2020 Customer Experience Benchmarking Report by Stan Phelps
(Forbes) CX in its current form is broken. That’s one of the main takeaways from NTT Ltd’s Annual 2020 Customer Experience Benchmarking Report. The global study, entitled The Connected Customer: Delivering an Effortless Experience, surveyed over 1,000 participants spanning 13 different verticals.
My Comment: Is customer experience (CX) broken in most organizations? Marketing guru, Stan Phelps, shares some data from NTT Ltd’s Annual 2020 Customer Experience Benchmarking Report that might make you believe that it’s true. 81.6% of businesses surveyed believe that CX offers a competitive edge, but only 14.4% say it forms a crucial