Digital Maturity Quiz 2020

Take our quiz to find out your score

The more digitally mature your organization, the higher your revenue growth and profit margins.

How digitally mature is your organization?

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Start the Quiz

This quiz is an abbreviated version of an executive survey to determine which elements of digital maturity had the closest ties to increases in revenue. We’ll give you suggestions based on your score!

My organization has a definitive leader (e.g., chief digital officer or equivalent), clear charter, and budget for executing on our digital efforts

Strongly agree

Somewhat agree

Neither agree nor disagree

Somewhat disagree

Strongly disagree

back to start

Strongly disagree

Somewhat disagree

Neither agree nor disagree

Somewhat agree

Strongly agree

Our customer service division ensures that customers' digital interactions with our organization are convenient, effortless, and enjoyable

back to start

Strongly disagree

Somewhat disagree

Neither agree nor disagree

Somewhat agree

Strongly agree

My organization places a priority on innovation based on evolving customer needs and pain points to define the future of our market

back to start

Strongly disagree

Somewhat disagree

Neither agree nor disagree

Somewhat agree

Strongly agree

Our employees are engaged and intrinsically motivated, thanks to their understanding and commitment to the company's strategy and customers' needs

back to start

Strongly disagree

Somewhat disagree

Neither agree nor disagree

Somewhat agree

Strongly agree

My organization has a holistic understanding of our customers, thanks to multiple feedback collection channels and cross-channel analytics

back to start

Strongly disagree

Somewhat disagree

Neither agree nor disagree

Somewhat agree

Strongly agree

My organization is highly adept at leveraging data for insights, predictive outcomes, and to grow the business

back to start

Strongly disagree

Somewhat disagree

Neither agree nor disagree

Somewhat agree

Strongly agree

My organization is highly adept at change management: preparing for, guiding the organization with tools and training, and adapting in times of uncertainty

back to start

Start with the end in mind and have a clear understanding of where you’re trying to go. Digital touches all parts of your organization, align on what digital means and what you want to see out of it. Your organization must be ready for the change from the people side and adjust processes accordingly before you bring in the technology. Start with the vision and ensure that you communicate it throughout the organization.

The first step that you should spend time and energy on:

You aren’t digitally mature … yet!

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Although getting your technology and infrastructure where you want it to be can take years, you can experience incremental lift by working differently. There are techniques that allow you to move more quickly by breaking goals down into bite-sized milestones: Advances in data management analytical tools are quickly reducing the time to value for getting the data your people need to become insights driven. Additionally, agile analytical techniques can help you rapidly and incrementally evolve the richness of the data you use to drive your business. When you get the right infrastructure in place, you’ll be able to make the most of the data you gather and have a strong foundation ready as you undertake new digital initiatives.

Data is useless if there isn’t a company culture that underscores its significance and knows how to use it to improve customer experience. A senior director at a major retailer says, “There is certainly a huge need to understand how to make decisions based on data versus mere intuition. That links back to the culture—culture that focuses on data to drive decisions and insights.” The company should be able to trust and use the data to make better business decisions. Ensure that the data remains clean and accurate by having governance and processes in place. Take time to understand the variation of data needed from different sources, educate leaders and employees on how to read dashboards, and manipulate data and charts to glean the most useful information to make business decisions backed by data.

Get your organization ready for a digital vision.

You are slightly digitally mature.

You’ve likely started thinking about digital and are probably experimenting. You should focus on:

Getting the right infrastructure in place to be able to collect and use data.

You are very digitally mature!

You are doing many things right, but need to stay at the forefront. You should focus on:

Ensuring your organization values data.

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By organizing around the customer, from marketing, to customer support, to omni-channel environments, businesses are able to quickly adapt to meet shifting customer needs. Ensure that your organization is set-up to rally around different parts of a customer’s journey instead of traditional silos.

You are moderately digitally mature!

You likely have some of the basics down but need to consider focusing on the customer:

Organizing around the customer.

Data can be leveraged to improve and customize messaging for different customer segments, allowing firms to move beyond a traditional direct-marketing approach and engage with customers in an ongoing, mutually beneficial dialogue. Leverage the data and customer information that you have to increase engagement and build lifelong customers.

Increase customer engagement.

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Use data to predict new customer needs and desires to ensure your organization’s place at the forefront of your industry. A digital strategy advisor at a utility company explains, “[Our customers] want answers right away and we have to figure out how we can deliver the answers before they know they have a question.” Using artificial intelligence (AI), such as machine learning, organizations can proactively present sales opportunities during interactions with customers. For example, a bank integrated its CRM with an analytics tool to actively present offers based off product usage, history, and credit information. Using trend analysis and propensity models, at risk customers can be identified and proactively targeted as well as customers that are underutilized and should be targeted for cross-sell or up-sell. Leverage these models to give your customers exactly what they need and want before they even request it!

Congrats! You are extremely digitally mature.

You understand the fundamentals of digital and you’re probably thinking more about how to leverage the latest technology trends.

Predicting customer needs and desires.