What Digital Maturity Really Means and Why It’s So Hard to Achieve
Digital maturity is an organization’s ability to create value through digital technologies, supported by the right people, processes, culture, and customer‑experience capabilities. Mature organizations don’t just “use” digital tools, they operate with digital as a core competency, enabling them to adapt quickly, personalize experiences, and innovate at scale. According to Prosci and Kissflow, digital maturity models help organizations assess readiness, benchmark against competitors, and identify the capabilities required to progress through increasingly sophisticated stages of transformation. Most frameworks converge around four tiers of digital maturity, each defined by the sophistication of customer experience (CX), user experience (UX) and digital experience (DX) capabilities. Crawl phase organizations have begun adopting digital tools but lack a cohesive strategy, governance or customer centric design. Digital efforts are fragmented and often driven by individual teams rather th...
