How to Assess Digital Maturity across Your Customer Strategy

The way companies engage with and cater to their customers has evolved significantly, with technology playing a central role in shaping these interactions. The era is not just about adopting the latest technologies, but also about how effectively these technologies are integrated into your customer-centric initiatives.

The concept of digital maturity in the realm of customer strategy goes beyond mere digitisation; it involves ensuring that your strategy, technology, and company culture align together to create meaningful and impactful interactions with customers.

What is the Digital Customer Experience Maturity Model?

The digital transformation maturity model is the system that helps organisations assess their level of digital maturity. Using this, the companies can identify their gaps and strengths before starting on the digital transformation journey. They can evaluate how advanced they are digitally by comparing themselves to other industry leaders and competitors.

The digital transformation model is influenced by three things:

• Industry specialisation: Some models are made to be used for specific industries to give better insights and results.
• Scope: While some digital maturity models assess the entire company, others focus on specific areas, allowing scope for in-depth analysis and a better approach.
• Assessment: A digital transformation maturity model focuses on the process, capabilities, or services of the company. It also may vary according to the company’s goals.

Digital Maturity Vs. Digital Transformation

Digital maturity is about making improvements in a way you can use digital technologies with your existing business model.

However, digital transformation is more radical; it’s about reworking your existing business model and organisational structure to take full advantage of digital technologies.

Why Does Digital Maturity Assessment Matter?

There are three primary reasons why you should make digital maturity one of your company’s top priorities.

Where Are You on your DTM Level?

Measuring digital maturity helps in constructing the path to your digital transformation journey. To identify your digital maturity level, you should have answers to the following questions.

• Do you have a clear digital transformation strategy and vision for your company?
• Do you make decisions based on the insights of the data?
• Does your company have a digital mindset?
• Do you have the capabilities and the right technology?
• Do you have any plans to transform things digitally?
• How will you measure the success of your digital transformation initiatives?

What Are The Characteristics of A Digitally Matured Company?

To know the degree of digital maturity, you must know if these traits are in your company:

• The Power of Data: Digitally matured companies make use of tools on big data, ML, and IIOT to improve overall production and operational efficiency.
• Cross-connect Teams Structure: A digitised company is created to facilitate collaboration between departments. This collaboration makes it possible to improve and work more efficiently.
• Consistency, Continuity, and Coherence: Digitalisation allows seamless process integration, integrating everything into a single centralised platform.

How Can You Become a Digitally Mature Company?

Moving toward a high level of digital maturity starts with proper data analysis and leads to a continuous and ongoing process. Ficode helps you monitor and measure the digital maturity assessment of all your data by calculating metrics such as those related to the customer experience, talent, revenue, operations efficiency, innovation, and more, which help you generate a digital transformation roadmap. With these metrics, you can track progress over time and identify areas of improvement.