Digital Maturity Model

DIMENSIONS

Culture, People,
Customer Strategy Technology Operations Organization

Tracks, manages, plans, designs,

Communicates and interacts with assesses, checks, and improves upon Defines and establishes organizational
Manages end-to-end mobile, virtual,
Customer targeted customers through the use Brand Develops and maintains a consistent,
wearable and desktop applications Agile Change changes in an agile way while actively behaviors, beliefs, ethics, values,
of personalized content, including differentiating, and trustworthy brand Applications managing relationships with internal and Culture innovation focus, etc. (i.e. culture)
Engagement how customers interact with available Management across digital channels.
used to support digital strategy and
business processes. Management external stakeholders according to a to realize the digital transformation
products and services. well-defined governance system for the strategy and initiatives.
best outcome, and at the lowest cost.

Automatically identifies, tags and knows Defines and establishes leadership,

Analyzes internal and external
Provides customers with a rewarding,
business and operating conditions,
Supports development and
Automated the state and life-cycle of every physical governance, accountability,
Customer positively satisfying, convenient, Ecosystem including the market, to build Connected integration of connected objects and digital resource that is invoked, Leadership & ownership, decision-rights,
seamless, and integrated omni- (regardless of mobility state) and Resource used in delivering a service or offered sponsorship, innovation focus, etc.
Experience channel experience across devices Management ecosystem models that strengthen,
Things service for internal and external as part of the ecosystem using artificial Governance to facilitate leading and managing the
and places.
extend and enhance the digital
portfolio, while sharing common goals.
stakeholders. Management intelligence and a single point of truth of digital transformation strategy and
data, to consistently deliver services. initiatives.

Optimizes the financial /investment

Integrated service management
Customer Derives business value-added insights management for digital strategy Utilizes and manages its data
Integrated provides and maintains a single Organisational Defines and establishes the
around customer behavior through Finance & development and execution to ensure efficiently and effectively to drive
point of interaction for customers to
organizational foundation, talent
Insights & channel-agnostic intelligent analysis organization develops and maintains Data & Analytics insightful analytics and support Service Design & Talent management processes and
of both qualitative and quantitative Investment a digital leadership role not only its operations in line with legal and
perform their actions. It supports the
capabilities to support the digital
Behaviour data sources. amongst its industry peers, but also regulatory requirements. Management continuum from full service to
self-service.
Management transformation strategy.
across industries.
SUB-DIMENSIONS

Provides and utilizes analytics and

Defines and establishes the
Focus on high customer confidence Utilizes processes and tools to
Has well documented guidelines, Real-time insights to actively manage strategic
competencies, knowledge, skills and
Customer Trust & level placed on the organization to Market & gain intelligence about the market, Delivery procedures, rules and standards
management, customer management, Workforce tools to empower the workforce,
deliver against expected standards of competitors and customers, and Insights and organization management, people
Perception quality, accuracy, security and privacy Customer applies the information to digital Governance to drive both IT development and
and skills management, products Enablement employees and third-party service
responsibility. efforts.
deployment.
Analytics and services management, and
providers, to work collaboratively,
most effectively and flexibly.
technology management.

Enables agile and cross-functional

Portfolio, Ideation Defines and facilitates digital
innovation in its products, processes,
& Innovation and financial outcomes.
Ensures that network structure
is focused on increasing agility,
Network
scalability, security, network
virtualization and automation.
collaboration that results in business
Smart and responsiveness to internal and external
circumstances by automatically defining,
Adaptive Process
controlling, enforcing, and monitoring
Management processes, standards, governance, risks
and compliance using digital capabilities
to intelligently mitigate business risks.

Utilizes information and intelligence

gathered within the digital ecosystem
Plans for and proactively addresses
Standards and In a digital enterprise, standards
Stakeholder to determine stakeholder influence
cyber threats, vulnerabilities, and and governance achieves a state
Security security compliance requirements. Governance of cognitive risk management with
Management and interest and establish a clear plan
Establishes user profiles to gate automated auditing, reporting and
that influences bonded engagement
with all stakeholders.
access to sensitive data and systems. Automation remediation of issues.

Drives overall technology alignment

Implements business rules, methods
Strategic and tools to develop and manage a
digital strategy and enable alignment
Management across the organization to achieve
business results.
CRITERIA
while servicing current and future
Technology state plans aligned to business
Architecture strategy. Orchestrates many changes
that need to be made in short
Use the model your way
timeframes.
Find out more: tmforum.org/dmm

+ 179 specific digital criteria to test your organizational maturity

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