5 Top Customer Service Articles for the Week of November 25, 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.
The Jury Is in on the Future of Customer Experience by Lisa Loftis
(CMSWire) Trends that if recognized and acted upon, can help companies shape their digital experience strategies for a decade to come.
My Comment: What does customer experience (CX) look like a year from now? How about ten years from now? The author of this article shares her observations based on trends, not guesses, about the future of CX. Something that is a hot topic today, and will only become more important is privacy. It builds trust, and handled improperly, can erode it (quickly). Good insights on several trends that are leading us forward.
What Is Customer Experience? by Mariana