Transformation takes courage

Assess your digital capabilities

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Learn your organization’s digital strengths, and how to leverage them to achieve great heights.

Assess your digital capabilities

If you’re leading change, you need to understand your organization’s digital capabilities. And to realize the promise of Digital Transformation, you'll need to connect those capabilities across your entire company. That’s the real work of digital transformation and it requires courage and clarity.

The Digital Capabilities Assessment will map your current capabilities across the seven core competencies of successful digital organizations. Take the complimentary assessment now to see what’s possible today, where to focus next, and how to achieve greatness for your company.

Assess your digital capabilities

ASSESS YOUR CAPABILITIES

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1. Insight

A real and present understanding of the customer, their journey, goals, motivations, and business context across key touch points

Rate each question on a scale from 1 (strongly disagree) to 5 (strongly agree.)

1. Our stakeholders understand how journey maps, personas and customer insights are utilized.

2. Our senior executives are helping foster a culture of customer-centricity and design-thinking.

3. We have a healthy process to gather, analyze and process data to build customer insights from across the organization.

4. Our analytics take into account how customers behave, react and think.

2. Vision

Alignment between digital experience strategy, business strategy, and customer needs, with an agreed upon “North Star” to align goals and to prioritize and map initiatives

Rate each question on a scale from 1 (strongly disagree) to 5 (strongly agree.)

1. Groups throughout our organization have a clear understanding of how our digital efforts align to our strategic business initiatives and priorities.

2. Our teams have an aspirational picture of what our ideal digital customer experience looks like.

3. Our roadmap is clear and the organization understands which digital experience initiatives are a priority.

4. Our digital strategy guides our decision-making and is regularly evaluated against our priorities.

3. Culture

High-performing, connected and informed teams empowered to transcend silos, own all aspects of the digital experience, and build collaborative relationships, with freedom to experiment at low risk

Rate each question on a scale from 1 (strongly disagree) to 5 (strongly agree.)

1. Our people are in alignment with our organizational values and sense of brand purpose.

2. We consider the customer first, and make decisions based on their needs.

3. We develop digital skills as a team, and throughout the company, on an ongoing basis.

4. We encourage collaboration and reward focused experimentation organization wide.

4. Content

A cohesive and complete content strategy to inform the creation, publication and governance of the content necessary to build and measure impact

Rate each question on a scale from 1 (strongly disagree) to 5 (strongly agree.)

1. Any content we create directly follows guidelines established in a customer persona and journey.

2. We follow an established content strategy and editorial calendar.

3. All relevant parties understand our content model, and their role in creating and sustaining it.

4. Our content authors have access to measurement and insight tools that they readily use these to improve content.

5. Technology

Technology platforms, marketing ecosystems, mobile, and social channels and communities that are coordinated and integrated to support consistent, intentional experience

Rate each question on a scale from 1 (strongly disagree) to 5 (strongly agree.)

1. Our technologies are connected across the organization to support seamless customer experiences.

2. Our IT and Business groups partner to support technology that furthers the capabilities and performance of our Marketing and Customer Service teams.

3. Our organization follows established and rigorous design, build, release and QA processes.

4. We collaborate, making us agile enough to adopt new technologies quickly.

6. Execution

The right people, with the right skills, who can manage digital experience delivery from an operational perspective

Rate each question on a scale from 1 (strongly disagree) to 5 (strongly agree.)

1. We plan and fund digital projects in an ongoing and sustainable fashion, in a mode of continual improvement.

2. We keep on target with documented guidelines and goverance policies for content and experience design.

3. We have created a staffing plan that takes into account internal roles and external vendors with clear service level agreements.

4. Our development process provides ample time to conduct quality assurance and user testing and to make needed adjustments.

7. Optimization

A data-driven approach to measuring, testing, improving, and humanizing the digital channel and customer experience

Rate each question on a scale from 1 (strongly disagree) to 5 (strongly agree.)

1. We measure the right customer experience and business performance metrics to build value and improve outcomes.

2. We measure success for each customer persona based on clear objectives for each step in the customer journey.

3. We test the experience across all channels with actual customers, and ensure that all stakeholders utilize the results.

4. We have dedicated analyst(s) to support content and business line owners.