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1 1. PWC, Experience Is Everything. Get It Right. www.pwc.com/us/en/services/consulting/library/consumer-intelligence-series/future-of-customer-experience.html.

2 2. 100 Stats on Digital Transformation and Customer Experience (2020). www.blakemichellemorgan.com/blog/100-stats-digital-transformation-customer-experience/.

3 3. Blake Morgan (2019). www.forbes.com/sites/blakemorgan/2019/12/16/100-stats-on-digital-transformation-and-customer-experience/#64cf2a123bf3.

4 4. Ibid.

5 5. Blake Morgan (2019)., www.forbes.com/sites/blakemorgan/2019/12/16/100-stats-on-digital-transformation-and-customer-experience/#64cf2a123bf3.

6 6. Ibid.

7 7. 100 Stats on Digital Transformation and Customer Experience (2020). www.blakemichellemorgan.com/blog/100-stats-digital-transformation-customer-experience/.

8 8. Clayton M. Christensen (2015), What Is Disruptive Innovation? www.hbr.org/2015/12/what-is-disruptive-innovation.

9 9. Blake Morgan (2019), We Are Future Shapers: Enterprise Transformation at Honeywell. www.forbes.com/sites/blakemorgan/2019/09/05/we-are-future-shapers-enterprise-transformation-at-honeywell/?sh=223c76303592.