5 Top Customer Service Articles For the Week of March 9, 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.
Chatbots Make There 3 Customer Experience Improvements Possible by Rose de Fremery
(SmarterCX) The chatbot age is here. According to Gartner, the average person will have more conversations with bots than their spouse by 2020.
My Comment: In 2017 Gartner predicted that by 2020 the average person will have more conversations with bots than their spouse. Perhaps I have more faith in the institution of marriage, but I struggle to agree with that statistic. But, what I do agree with author’s view about the three ways chatbots are making the customer experience better.
Modern Thinking for Customer Experience Indexes by Lynn Hunsaker
(CustomerThink) Entering the 2020s decade, it’s time to re-think the picture