5 Top Customer Service Articles for the Week of October 7, 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 One Customer Experience Management Tool That Every CX Leader Must Use by Denise Lee Yohn
(Forbes) CX leaders can use a CX Maturity Model to assess the current state of CX in their organization, diagnose where improvements should be focused, and guide the evolution and optimization of CX.
My Comment: I’m intrigued by the concept of a CX Maturity Model. Looking to identify opportunities to enhance CX is an ongoing, continuous effort. This author shares a model that includes five phases that companies go through as they work on their CX strategy.
6 of the Best Ways to Improve Customer Experience [Infographic] by Gaurav Sharma
(Social Media Today) Customer experience is