Majid Al Futtaim (MAF) is a lifestyle conglomerate present in 16 countries in the Middle East and North Africa, with annual revenues of $9.6 billion. The case focuses on its data-led, customer-centred transformation that unlocked new sources of growth and mitigated the effects of the covid19 pandemic on business thanks to the group's digital resilience. Students step into the shoes of key MAF business and analytics leaders who established three pillars as the basis of the transformation designed to develop a customer mindset, analytical skill sets, and a test-and-learn approach. They then set about aggregating data across a wide range of businesses and setting up analytics capabilities within the company. A 'deep dive' into an early transformation pilot at Carrefour - one of the operating companies of MAF - used case methology to craft digital and governance strategies that autonomized the use of data, empowered staff to better serve its 560 million annual customers, and ultimately secured new sources of growth.

In October 2012, Dmitry Kuznetsov was appointed Country Marketing Director for Google Russia (Google RU). His primary objective was to propel Google RU ahead of the local champion Yandex, to the number one position in the Russian internet search market, leveraging Google's digital intelligence and analytics products to win clients in a B2B setting. Along the way he faced multiple challenges, from crafting a local strategy for Russia, to segmenting the online market, deciding how to position the brand, which products and services to prioritize, and how to communicate effectively with Russian customers. The case presents relevant information on the prevailing trends in Russia's internet search market, the competitive landscape, and the high-powered digital tools available from Google to heighten the impact of his marketing and communications plans in the period to 2016.

INSEAD alumnus Martin Murray is the inventor of waterdropâ„¢, a cube made up of natural aromas, superfood extracts and vitamins that encourages people to drink more water by adding flavour. Although he initially builds a business on a lean budget, he knows that creating a unique brand is key for the success of his innovation. Not only is waterdrop in a category of its own - 'a microdrink' - but, unlike most drinks, the cubes can be sold online. With a product positioning 'drink more water', he tests the brand on his native Austrian market. The case follows Martin from the initial idea (prompted by the limited drinks range on-board a flight to Singapore) to recruiting a small team to launch what he believes will be a game-changer in the non-alcoholic beverage industry.

WeWork has seen a decade of growth with a disruptive new service business model in a rapidly transforming industry: shared office space for start-ups (and increasingly for big companies) thanks to its understanding of workplace trends such as the 'gig' economy, the rise of millennials and Generation Z in the workforce, more collaborative office work and tech-enabled mobility of employees. It caters to freelancers and multinationals alike, all members of the 'co-working' community, as well as an ecosystem of likeminded entrepreneurs. The case allows discussion of customer-centricity in a B2B service context, and of how companies optimize - digitalize - the customer experiences by leveraging data. WeWork relies on analytics and artificial intelligence (AI) to mine data from its global customer base for insights and deep learning that feed into next-gen office design and usage. Customers perform a job-to-be-done analysis using a means-end ladder to understand how WeWork creates an outstanding customer experience in a competitive, commoditized market. The case offers learning about service blueprinting and customer journey mapping when designing new services and/or improving existing ones. To deliver on its customer promise WeWork integrates the key building blocks of a superior business model, for example, alliances with strategic partners secure unique resources and distinctive competences, achieving cost-effective service excellence. Discussion culminates in future growth avenues following a corporate rebranding and reorganization into three business units under the umbrella "We" brand.

At the BMW Group, Gregor Gimmy, a serial entrepreneur and former consultant, introduces the Venture Client (VCL) model to engage with start-ups and boost corporate innovation. The case discusses its initial success at BMW and the rationale that drove Gimmy to establish a new model of external corporate venturing (ECV). It also provides background information on the key forces shaping the auto industry today, the challenges faced by legacy automakers as technological developments accelerate, and the emergence of new rules and new players.

This case illustrates the challenges for a non-digital player adjusting to digital disruption in the travel and tourism industry. The rise and fall of Kuoni illustrates the 'boiling frog' syndrome - i.e., while threats to its business multiplied, there was no 'wake up' moment where managers made decisive changes before it was too late. More generally, the case considers the challenges of digital disruption: leading transformation and change-management skillsets, and the mindset/culture required to embrace new technology. By identifying what Kuoni did and did not do, students understand what it takes to transform into an agile organisation by leveraging digital trends and technologies.

The case looks at the enormous disruption affecting the entire automotive industry through the eyes of a recently hired CRM expert at the British premium car maker Jaguar Land Rover who keeps the marketing team grounded by taking a customer-centric approach. The case provides a clear sense of purpose about the typical customer journey and the touchpoints where the car maker can reach out to the customer with relevant and timely information. The case reveals the way in which JLR collects data and customer intelligence during the product lifecycle in clear and easy-to-understand terms. One of the highlights of the case is the use of ethnographic research to strengthen the relationship between the target customer and the brand. The case also examines the creative use of smart-data analytics for decision making and the innovative deployment of conjoint analysis for simulating output volumes against price points.

In 2017, the Financial Times ranked INSEAD's MBA programme #1 in the world for the second year in a row. The Dean of INSEAD, Ilian Mihov, commissioned a large-scale study to understand the shool's brand equity compared to its peers. The goal is to optimize INSEAD's positioning, value proposition and communication, to attract the best MBA students. Case A asks students to develop a survey that will measure the strengths and weaknesses of the INSEAD brand compared to its key competitors. They must select the performance measures, relevant competitors and the relevant sample. Case B provides results from a survey of 4,000 GMAT-takers who rated 18 business schools. Students analyze the data to measure the strength of the INSEAD brand and its image compared with its competitors. To optimize the school's positioning, students must identify the most important attributes used when choosing an MBA programme. Please visit the dedicated case website "https://cases.insead.edu/who-is-number-one" to access supplementary material.

Supplement to case IN1415. In 2017, the Financial Times ranked INSEAD's MBA programme #1 in the world for the second year in a row. The Dean of INSEAD, Ilian Mihov, commissioned a large-scale study to understand the shool's brand equity compared to its peers. The goal is to optimize INSEAD's positioning, value proposition and communication, to attract the best MBA students. Case A asks students to develop a survey that will measure the strengths and weaknesses of the INSEAD brand compared to its key competitors. They must select the performance measures, relevant competitors and the relevant sample. Case B provides results from a survey of 4,000 GMAT-takers who rated 18 business schools. Students analyze the data to measure the strength of the INSEAD brand and its image compared with its competitors. To optimize the school's positioning, students must identify the most important attributes used when choosing an MBA programme. Please visit the dedicated case website "https://cases.insead.edu/who-is-number-one" to access supplementary material.

The case describes how Spanish entrepreneurs Daniel González de Vega and Javier Arroyo founded Smartick with the aim of tackling the poor level of math education in their native Spain. Smartick is a self-financed enterprise that combines social impact with profitability. The two entrepreneurs are up against stiff competition, notably from the education giant Khan Academy, who not only has major financial backing but also offers its service free of charge. After two years of developing and testing a mix of the leading offline methods and state-of-the-art web-based technologies, Smartick is ready to make a big push into the after-school math learning space. Javier and Daniel are mulling over three options for their long-term marketing strategy. They are looking to segment the market and find the right segment to implement the strong brand positioning necessary to impact Spain's math education culture and society. The three options are to focus on B2B through schools, a combination of B2B and B2C, and a B2C-only approach. They must also decide on a pricing model and a communication strategy.

In this case study, we are analyzing how one of the biggest international telecommunications providers, Telenor, has used this weakness of financial institutions and has successfully launched the first mobile only bank in Serbia - Telenor Banka. The CEO of Telenor Banka is an INSEAD Alumni and is working with us on this case. The Case is illustrating how companies can create a successful business by enhancing traditional (marketing) strategy frameworks with innovative digital approaches and technologies in new, under-developed markets. Telenor has revolutionised the entire customer experience across the most important touchpoints by leveraging digital trends like big data analytics, artificial intelligence, augmented reality or community building through social media marketing. More specifically, the case discusses topics like digital marketing, digital disruption, customer experience strategies, customer segmentation, omni-channel strategies, and brand positioning & architecture strategies. The case also illustrates how digital practices foster business-model innovation that may not only change the competitive landscape but represent a 'quantum leap'. Finally, the case discusses key enablers that organisations have to put in place to make a digital transformation work: the success of Telenor Bank Serbia was also driven by organisational change, leadership skills, the right vision and new management approaches like design thinking and lean management. Please visit the dedicated case website to access videos, interviews and other support material.

Paris-based S.T.Dupont is engaged in the manufacture, marketing and sale of luxury goods for men and women, including lighters, pens, jewelry, leather goods, eyewear, watches, belts, fragrances and casual and formal attire. Founded in 1872 by an entrepreneurial French photographer and carriage-maker, the company began making luxury leather luggage for wealthy aristocrats. It was owned and managed by the same family until the 1970s, when it was sold to the American multinational Gillette. A decade later, it was sold to Hong Kong conglomerate Dickson Concepts. Having largely lost its brand identity, S.T.Dupont languished until 2006, when a new management team based in Paris successfully turned the company around with a unique branding and marketing strategy. Please visit the dedicated case website http://cases.insead.edu/stdupont to access supplementary material.

The case focuses on AccorHotels' ambitious digital transformation, aiming to put the customer back at the center of its strategy and operations. Responding to a powerful wave of digital disruptions in the hospitality ecosystem, from the emergence of review websites, online travel agents and active forums to the rise of new competitors such as Airbnb, the transformation entailed: (1) designing and implementing an innovative content marketing strategy (including online content creation or co-creation, curation and dissemination) (2) incorporating e-reputation as a core business objective, and (3) creating and/or adapting organizational structures - from management to operations - to support this new dynamic and maximize value creation. The case starts in Fall 2015, when Olivier Arnoux, SVP Customer Satisfaction at AccorHotels, and his team, are asked to devise an ambitious plan to address the new challenges facing major players in the hotel industry brought about by digital disruptions. It follows the decision-making process step by step, from (1) understanding the nature and impact of online content in the customer journey, to (2) building a strategic plan to integrate online insights into AccorHotels' core business objectives (in particular the importance of e-reputation), (3) redefining where and how value is created, and creating incentive structures aligned with the new objectives. Participants have multiple opportunities to put themselves in the shoes of the protagonists so as to understand the logic behind the decisions taken. What is novel is the systematic articulation of how digital and social media impact the customer journey, as well as the integration of online content into marketing strategy (i.e., content marketing) and organizational design (i.e., team structure, incentive system), underlining how embracing the digital revolution entails breaking traditional silos between functions such as marketing, strategy, finance and human resources.