Defining customer experience and customer engagement - https://cloudblogs.microsoft.com/dynamics365/bdm/2019/10/10/defining-customer-experience-and-customer-engagement/
Celebrate Customer Service Week and the agents who make it all happen - https://cloudblogs.microsoft.com/dynamics365/bdm/2019/10/11/celebrate-customer-service-week-and-the-agents-who-make-it-all-happen/