Digital capabilities assessment for supporting the transformation of the customer experience

TL;DR

This paper introduces and validates a maturity model that helps organizations evaluate and enhance their digital capabilities for better customer experience and engagement, addressing a significant gap in existing literature.

Contribution

It presents a novel maturity model specifically designed to assess digital capabilities for customer experience, filling a gap in both academic and industry resources.

Findings

The model effectively assesses current digital capabilities.

Organizations can identify gaps and plan improvements.

Enhanced customer engagement strategies can be developed.

Abstract

Most of organizations are increasingly investing huge amounts of money today in order to have the right digital capabilities required for their industry. The area where organisations feel they have made the most progress is in improving the customer experience, which encompasses aspects such as data analytics, social media, location-based marketing, mobile channels among others. This aspect became the most important for the survival of organisations since the outbreak of the Covid-19 pandemic. While much has been achieved, many organisations are still not satisfied. One of the major problems in moving forward is the lack of literature in both academia and industry on maturity models allowing organisations to understand their current state in terms of digital capabilities to engage with customers, as well as to plan the evolutionary path to improve in this area. To fulfil this lack, this paper presents the design and validation of a maturity model that enables organizations to assess their digital capabilities in order to improve customer experience and engagement throughout the customer lifecycle.