You can download all the training materials you need for this course here:
More Reading & Personal Development
Rodriguez, B. 2018. Putting customer experience at the center of digital transformation. Available: https://sloanreview.mit.edu/article/putting-customer-experience-at-the- center-of-digital-transformation/ [2018, July 31].
Salesforce. 2018. Customer expectations hit all-time highs. Available: https://www.salesforce.com/research/customer-expectations/ [2018, July 31].
Salesforce. n.d. State of the connected customer. Available: https://c1.sfdcstatic.com/content/dam/web/en_us/www/documents/e-books/state- of-the-connected-customer-report-second-edition2018.pdf [2018, July 31].
Smart Assistant. 2016. Consumers in the digital age: what they expect and need from you. Available: https://cdn2.hubspot.net/hubfs/519470/2016_Consumer- Expectations-Report.pdf?t=1485898941143 [2018, July 31].
Smith, S. 2018. Customer expectations: 7 types all exceptional researchers must understand. Available: https://www.qualtrics.com/blog/customer-expectations/ [2018, July 31].
Tanford, S., Baloglu, S. & Erdem. M. 2012. Travel packaging on the internet: the impact of pricing information and perceived value on customers choice. Journal of Travel Research. Available: http://journals.sagepub.com/doi/10.1177/0047287510394194
Wilson, A., Zeithaml, V., Bitner, M.J. & Gremler, D.D. 2016. Customer expectation of service. In Services marketing: integrating customer focus across the firm. Rev. 3rd ed. London: McGraw-Hill Education.
World Economic Forum. n.d. How companies can win the race to meet customer expectations. Available: http://reports.weforum.org/digital-transformation/the- race-to-meet-customer-expectations/ [2018, July 31].
Brooks, G., Smets, M. & Stephen, A. 2018. Understanding chief digital officers: paradoxical protagonists of digital transformation. Available: https://www.sbs.ox.ac.uk/sites/default/files/2018- 10/UnderstandingChiefDigitalOfficers.pdf [2018, November 19].
Capgemini Consulting. 2011. Digital transformation: a roadmap for billion-dollar organisations. Available: https://www.capgemini.com/wp- content/uploads/2017/07/Digital_Transformation__A_Road-Map_for_Billion- Dollar_Organizations.pdf [2018, November 2].
Choudhuri, S. 2018. 5 Steps for developing a digital transformation strategy. [Blog, 25 January]. Available: https://www.liaison.com/blog/2018/01/25/5-steps-developing- digital-transformation-strategy/ [2018, November 2].
Deloitte. 2016. Thinking big with business transformation: six keys to unlocking breakthrough value. Available:
https://www2.deloitte.com/content/dam/Deloitte/us/Documents/process-and- operations/us-sdt-think-big-business-transformation.pdf [2018, November 2].
Digiperform. 2015. How Asian Paints used digital marketing transformed its business. Available: https://digiperform.com/asian-paints-digital-marketing-transformed- business/ [2018, November 2].
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digital – is key (Turchi, 2018).
Now that you have worked through this casebook, refer to the framework and imagine yourself as a CDO before engaging with the class-wide discussion forum included in this
Page 14 of 15
Digital Marketing Institute. n.d. Digital transformation: 5 examples of organizations that excel. Available: https://digitalmarketinginstitute.com/the-insider/01-11-17-digital- transformation-5-examples-of-organizations-that-excel [2018, November 2].
Goldberg, E. 2018. Digital doyenne: Carissa Ganelli leads Subway’s digital transformation. Available:
https://www.franchising.com/articles/digital_doyenne_carissa_ganelli_leads_sub ways_digital_transformation.html [2018, November 2].
Trites, D. 2017. Under armour transforms into world’s largest digital fitness brand. Available: https://www.forbes.com/sites/sap/2017/03/15/under-armour- transforms-into-worlds-largest-digital-fitness-brand/#57ec410331e3 [2018, November 2].
Turchi, P. 2018. The digital transformation pyramid: a business-driven approach for corporate initiatives. Available:
https://www.thedigitaltransformationpeople.com/channels/the-case-for-digital- transformation/digital-transformation-pyramid-business-driven-approach- corporate-initiatives/ [2018, November 2].
Wallace, B. 2018. A look at the role of the chief digital officer. Available: https://hackernoon.com/a-look-at-the-role-of-the-chief-digital-officer-f72bf483627e [2018, November 2].