Digital Maturity Assessment

Benchmark how mature your digital communications really are, across eleven dimensions and five stages. You get a scored view of where you sit today, where you could realistically be in a year, then what has to move first.

Best suited to: regulated enterprises who suspect they are behind and need a defensible number to prove it.

The eleven dimensions we score

These are the actual dimensions we score. Nothing here is a summary of a summary.

1CX Strategy & Governance

2Paperless Strategy & Adoption

3Paperless CX

4Digital Document & Interactivity

5Communication Channels

6Communication Approach

7Preference Mgmt & Profile

8Portal & App Engagement

9Data, Analytics & Real-time

10AI & Agentic Capability

11Privacy, Compliance & Trust

How it runs

Typical shape. We adjust to your estate.

1Discovery workshop with the people who own the communications, not only the people who own the systems.

2Evidence gatheringWe ask for artifacts rather than opinions: real sends, real reports, real consent records.

3Scoring against the eleven dimensions, current and target, with the reasoning written down.

4Readout with your leadership, then a prioritized set of moves in sequence.

What we need from you

The less we chase, the faster you get the answer.

Two to three hours of stakeholder time across CX, marketing, IT and compliance.

Sample communications, as customers actually receive them.

Whatever engagement reporting exists today, however imperfect.

Your consent and preference setup, at whatever level of documentation exists.

What you get back

A high-level view of the output. The detail sits underneath it in the readout.

The maturity framework

No CX ownershipReactive strategy. No customer choice in communication. Portal engagement is limited.

Basic

LOB specificBasic journey mapping. Some communication preference and some enhanced portal functionality.

This example

Enhanced

Marketing led strategyDetailed journey mapping. A variety of communication channels available, with customized content and touchpoint triggers.

Established

Cross-departmental CX strategyActively implementing a digital roadmap. Full multi-channel communication strategy with dynamic content to cross market.

Entrenched

Enterprise-wide CX approachOmni-channel approach. A single view of the customer, using AI to manage interactions with full service built in.

Digitally transformed

You are scored against these five stages across eleven dimensions. You get a stage, the gap to the next one, then what has to move to close it.

Illustrative example. The scores are invented to show the format. Real client results are confidential.

Want to see what this would show for your communications?

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