Novice: Organizations in this category have a reactive approach and do not anticipate change, making change challenging. They use one channel (web) to reach customers and have disparate tools and technologies across business units. Their processes are manual, and there is no single source of truth for customer data. They are at risk of losing customers to their competitors.
Incidental: An organization with this maturity level has a strategy for its individual business units, but not at the enterprise level. They have a technology stack to address customer experience use cases. Their customer experience uses multiple channels, but is the experience is not seamless. Customer relationship management (CRM) software is used as the single source of truth and DevOps is enabled at this maturity level, but not fully automated.
Expanded: These organizations have a clear strategy at the enterprise level, which is implemented, measured, and optimized. They have a well-defined roadmap for digital marketing. Customer data is brought in a single system like a data lake and implemented closed-loop marketing with a fully automated. But innovation might be missing in the overall ecosystem.
Disciplined: These organizations have innovation in their culture and a well-defined strategy, vision, and future roadmap. They follow the best technology and process adoptions like composable architecture, headless approach, and have DevSecOps enabled. They have reached maturity in their operating model with Agile delivery. They are good at delivering data-driven experiences and 1:1 personalization use cases. They have an integrated technology operating model.
Integrated: These organizations also have innovation in their culture and a well-defined strategy, vision, and multi-year roadmap. They constantly evaluate new channels based on the current trends and changing customer experience demands. They invest in new technologies like Customer Data Platforms (CDP) immersive experiences like AR/VR, and leverage AI/ML for predictive models to provide superior customer experiences. They follow AI operations for automating IT operation processes and measure experience level agreements (XLAs).

Performing a SWOT analysis during the assessment helps evaluate the strengths, weaknesses, opportunities, and threats of business, project, or transformation efforts. It also helps identify the organization’s digital capabilities while analyzing internal factors and identifying internal capabilities.

DM³framework

Once the assessment is complete, you will know your organization's current maturity level. The next step is creating a roadmap to reach your desired maturity goal. Following the OGSM (objective, goals, strategies, and measures) model, a goal-setting and action-plan framework used in strategic planning, you can define and track measurable goals and actions to achieve an objective.

Benchmarking digital maturity for the future

Benchmarking your organization's current digital maturity against competitors helps ensure your competitive advantage. Once you’ve defined your current state and desired future state, you will shape successful transformation initiatives.

If you need help with your digital marketing maturity assessment, Virtusa can offer the guidance you need for scalable success.

Virtusa delivers superior experiences through digital transformation. We believe in innovation through experimentation and will enable you to reach your goals in some of today’s most complex and fast-moving use cases developing new solutions or scaling existing solutions and processes.

An organization’s most essential elements are people, processes, and technology. All three are critical for an organization to balance strategic planning and execution. Our transformation initiatives address all three: people, process, and technology.

DM3 framework

Benchmarking digital maturity for the future

DM³framework

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