The digital re-imagination of business is upending traditional customer behavior and business practices. The next wave of business growth, efficiency and effectiveness is predicated on a robust and intuitive digital strategy. The cornerstone of that strategy is the ability to offer customers a rich and relevant digital experience: the ability to access products and services through an array of comfortable and secure digital channels (i.e., customer portals, mobile apps), with minimal or no intermediation cost.
The evolving digital ecosystem is premised on four major components: social, mobile, analytics and cloud technologies (aka, the SMAC Stack). There is no “right way” to piece together these components; the ultimate strategy will vary by company and industry. Given the complexity involved, we believe it’s best for these technology components to be assessed individually and in a systematic way, to understand how they contribute to, or in some cases undermine, the delivery of a relevant and meaningful digital customer experience.
To succeed with digital, companies need a standard methodology and scoring mechanism that can help them understand their digital maturity in each component of the SMAC Stack vis-a-vis their competitors, and work to continuously improve it, to meet if not exceed customer expectations.
By indexing the digital ecosystem by its component parts in every major industry sector, digital strategists (CIOs, CDOs or CMOs) can more effectively plan and make informed business-technology investment decisions.