Developing a framework for evaluating customer value creation out of digital transformation for firms providing financial services.

A framework on digital transformation is developed via an extensive literature review. This digital transformation framework is assessed in the financial services industry via expert's interviews. During a case study, the eventual framework is validated and applied to a digital tool implemented within a financial services firm. The validation allowed this research for final takeaways for the case-study firm as well as the financial services sector in general.