1 Gartner - Gartner Says 25 Percent of Customer Service Operations Will Use Virtual Customer Assistants by 2020 2 Qualtrics - Report: The State of CX Management, 2017 3 CCW Practicality Guide - The Future of the Contact Center in 2019 4 Stategic Contact - Contact Center Challenges & Priorities for 2019 5 Gartner - 4 Trends in Gartner Hype Cycle for Customer Service and Customer Engagement 6 American Express - #WellActually, Americans Say Customer Service is Better Than Ever 7 Forbes - 2018 Will Be the Year of Employee Experience 8 Strategic Contact - The Future of the Contact Center: Optimism with a Dose of Caution 9 Forrester - Predictions 2019: Customer Service And Sales 10 Jacada - Customer Research 11 McKinsey - The Automation Imperative 12 Gartner - Gartner Says the Future of Self-Service Is Customer-Led Automation 13 Gladly - 2018 Customer Service Expectations Report

13 Gladly - 2018 Customer Service Expectations Report...in a customer-focused world 5 Ways Intelligent Automation optimizes customer AND agent experience Self-service initiatives are

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Page 1: 13 Gladly - 2018 Customer Service Expectations Report...in a customer-focused world 5 Ways Intelligent Automation optimizes customer AND agent experience Self-service initiatives are

1 Gartner - Gartner Says 25 Percent of Customer Service Operations Will Use Virtual Customer Assistants by 20202 Qualtrics - Report: The State of CX Management, 2017 3 CCW Practicality Guide - The Future of the Contact Center in 20194 Stategic Contact - Contact Center Challenges & Priorities for 20195 Gartner - 4 Trends in Gartner Hype Cycle for Customer Service and Customer Engagement 6 American Express - #WellActually, Americans Say Customer Service is Better Than Ever7 Forbes - 2018 Will Be the Year of Employee Experience8 Strategic Contact - The Future of the Contact Center: Optimism with a Dose of Caution9 Forrester - Predictions 2019: Customer Service And Sales10 Jacada - Customer Research11 McKinsey - The Automation Imperative12 Gartner - Gartner Says the Future of Self-Service Is Customer-Led Automation13 Gladly - 2018 Customer Service Expectations Report

https://www.gartner.com/en/newsroom/press-releases/2018-02-19-gartner-says-25-percent-of-customer-service-operations-will-use-virtual-customer-assistants-by-2020

https://www.qualtrics.com/xm-institute/state-of-customer-experience-metrics-2017/

https://www.customercontactweekdigital.com/customer-insights-analytics/whitepapers/ccw-market-study-the-future-of-the-contact-center-in-2019

https://www.strategiccontact.com/articles/2019/CC-Challenges-Priorities-Jan2019.pdf

https://www.gartner.com/smarterwithgartner/4-trends-gartner-hype-cycle-customer-service-customer-engagement/

https://about.americanexpress.com/press-release/wellactually-americans-say-customer-service-better-ever

https://www.forbes.com/sites/deniselyohn/2018/01/02/2018-will-be-the-year-of-employee-experience/#497ab17b1c8f

https://www.strategiccontact.com/articles/2019/Future-of-Contact-Center-Survey-July2019.pdf

https://www.forrester.com/report/Predictions+2019+Customer+Service+And+Sales/-/E-RES144715

https://www.mckinsey.com/business-functions/operations/our-insights/the-automation-imperative

https://www.gartner.com/en/newsroom/press-releases/2018-02-19-gartner-says-25-percent-of-customer-service-operations-will-use-virtual-customer-assistants-by-2020

https://cdn2.hubspot.net/hubfs/2771217/Content/2018%20Customer%20Service%20Expectations%20Gladly.pdf