
1 https://www.raconteur.net/the-digital-change-survey
2 https://www.newvoicemedia.com/blog/the-62-billion-customer-service-scared-away-infographic
3 http://www2.bain.com/Images/BB_Prescription_cutting_costs.pdf
4 https://blogs.gartner.com/jake-sorofman/gartner-surveys-confirm-customer-experience-new-battlefield/
5 https://econsultancy.com/three-insights-into-b2b-marketing-from-our-trends-report/
8 https://community.servicemax.com/docs/DOC-2015