- Bill-Peter, M., (2021) Measuring the Business Value of Exceptional End-to-End Customer Experience. HBR White Paper, Sponsored by RedHat. https://hbr.org/resources/pdfs/comm/RedHat/MeasuringtheBusinessValueofExceptionalEnd-to-EndCustomerExperience.pdf
- Christensen, C., Hall, T., Dillon K., Duncan, D. (2016). Know Your Customers’ “Job to Be Done”. Harvard Business Review. https://hbr.org/2016/09/know-your-customers-jobs-to-be-done
- Dev, C., Mougeot, L. (2007), Rosewood Hotels and Resorts: Branding to Increase Customer Profitability and Lifetime Value. 2087, Harvard Business School Publishing. https://hbsp.harvard.edu/product/2087-PDF-ENG*
- Dubois, D.,Chae, I., Niessing, J., Wee, J. (2016), AccorHotels and the Digital Transformation: Enriching Experiences through Content Strategies along the Customer Journey. INSEAD https://hbsp.harvard.edu/product/IN1251-PDF-ENG
- Edelman Marc, D. C. (2015). Competing on Customer Journeys. Harvard Business Review, 93(11), 88–7. http://cvirtual.cesa.edu.co/login?url=https://search.ebscohost.com/login.aspx?direct=true&db=bsu&AN=110320330&lang=es&site=eds-live
- Fader, P. (2020). Customer Centricity. Philadelphia. Wharton School Press http://cvirtual.cesa.edu.co/login?url=https://search.ebscohost.com/login.aspx?direct=true&db=nlebk&AN=2492241&lang=es&site=eds-live
- Huang, J. (2018). Why Customer Experience Is Key for Loyalty Programs. MITSloan Management Review. https://www.proquest.com/pq1business/docview/2062944999/F7DA2B85BE93467FPQ/1?accountid=187967
- Kolko, J. (2015). Design Thinking Comes of Age. Harvard Business Review, 93(9), 66–69 http://cvirtual.cesa.edu.co/login?url=https://search.ebscohost.com/login.aspx?direct=true&db=bsu&AN=108820528&lang=es&site=eds-live
- Moon, Y. McGovern, G. (2006). Cabo San Viejo: Rewarding Loyalty. Harvard Business School Publishing https://hbsp.harvard.edu/product/506060-PDF-ENG*
- Qualtrics. (2020). Customer Experience Maturity Assessment. XM Institute by Qualtrics https://www.qualtrics.com/m/www.xminstitute.com/wp-content/uploads/2020/05/XMI_Assessment_CXMaturity.pdf?ty=mktocd-thank-you
- Sheehan, J., (2021). Customer Experience Management Field Manual: The Guide for Building Your Top Performing CX Program. Boston Massachusetts. Boston Business Books Disponible impreso https://catalogo.cesa.edu.co//cgi-bin/koha/opac-detail.pl?biblionumber=31252
- Sinha, A. (2016) AW Ltd.: Managing Change. Ivey Publishing, W16746. Harvard Business School Publishing https://hbsp.harvard.edu/product/W16746-PDF-ENG*
- Solis, B. (2021) Making Customer Experience the Heart of the Enterprise. HBR White Paper, Sponsored by Salesforce https://hbr.org/resources/pdfs/comm/salesforce/CXHeartoftheEnterprise.pdf
*Los casos son enviados por el docente
