Endnotes 1. Source: In Canada, Mobile Drives Significant Gains in Time Spent with Media, eMarketer, May 2015 See: http://www.emarketer.com/Article/Canada-Mobile-Drives-Significant-Gains-Time-Spent-with-Media/1012535 2. Sour ce: Gartner Says 6.4 Billion Connected “Things” Will Be in Use in 2016, Up 30 Percent from 2015, Gartner, November 2015 See: http://www.gartner.com/newsroom/id/3165317 3. Sour ce: ‘Internet of Things’ connected devices to almost triple to over 38 billion units by 2020, Gartner, November, 2015 See: http://www.juniperresearch.com/press/press-releases/iot-connected-devices-to-triple-to-38-bn-by-2020 4. Sour ce: Connection Counters: The Internet of Everything in Motion, Cisco, 2013 See: http://newsroom.cisco.com/feature-content?type=webcontent&articleId=1208342 5. Sour ce: Transparency Is No Longer Optional: How Food Companies Can Restore Trust, Forbes, November 2015 See: http://www.forbes.com/sites/gmoanswers/2015/11/30/transparency-no-longer-optional/#2715e4857a0b37d6 da847705 6. Sour ce: The Deloitte Consumer Review: Made-to-order: The rise of mass personalization, Deloitte, July 2015 See: http://www2.deloitte.com/uk/en/pages/consumer-business/articles/made-to-order-the-rise-of-mass- personalisation.html 7. Sour ce: The M-Factor for Today’s Omni-Channel Shoppers, Facebook, February 2016 See: http://insights.fb.com/2016/02/04/the-m-factor-for-todays-omni-channel-shoppers/ 8. Sour ce: eMarketer (subscription required) See: http://www.emarketer.com/ 9. Sour ce: Innovating at AT&T: Partnering to Lead the Broadband Revolution, Harvard Business School Case Study, Harvard Business School, June 2012 See: http://www.hbs.edu/faculty/Pages/item.aspx?num=42685 10. Sour ce: Here’s to 2016 with Messenger, Facebook, January 2016 See: http://newsroom.fb.com/news/2016/01/heres-to-2016-with-messenger/ 11. Source: eMarketer (subscription required) See: http://www.emarketer.com/ 12. VNI Mobile F orecast Highlights, 2015-2020, Cisco, 2016 See: http://www.cisco.com/c/dam/assets/sol/sp/vni/forecast_highlights_mobile/index.html#~Country 13. Sour ce: Investor Presentation, Rogers Communications Inc., 2016 See: http://netstorage-ion.rogers.com/downloads/IR/pdf/slide-deck/Investor-Presentation.pdf 14. Sour ce: Rogers 3.0: Accelerating growth and overhauling customer experience, Rogers, May 2014 See: http://about.rogers.com/about/news-media-relations/news/item/2014/05/23/rogers_3_0_accelerating_growth_ and_overhauling_the_customer_experience 15. Sour ce: Rogers Announces Global First, Telecom Customer Care On Facebook Messenger, Rogers, December 2015 See: http://rogers.mediaroom.com/2015-12-11-Rogers-Announces-Global-First-Telecom-Customer-Care-On- Facebook-Messenger 16. Ibid 17. Source: Rogers internal reporting 18. Sour ce: US Contact Center Decision-Makers’ Guide (2014 - 7th edition), Contact Babel, 2014 See: http://www.contactbabel.com/pdfs/apr2014/The US Contact Center Decision-Makers Guide 2014.pdf 19. Rogers r educed complaints by 65 per cent in CCTS mid-year report, CNW, March 2016 See: http://www.newswire.ca/news-releases/rogers-reduces-complaints-by-65-per-cent-in-ccts-mid-year- report-573956741.html 20. Sour ce: Rogers Communications Reports Fourth Quarter 2015 Results, Rogers, December 2015 See: http://netstorage-ion.rogers.com/downloads/IR/pdf/quarterly-results/Rogers-2015-Q4-Results-Release.pdf 21. Source: Rogers internal reporting Digital transformation for telecom operators Adapting to a customer-centric, mobile-first world 9