01
Business strategy
Whether omnichannel is a top-down priority, built on customer centricity and a real willingness to invest.
OMMMICX.IO — MATURITY MODEL
Measure your company's omnichannel maturity across 8 dimensions
A self-assessment built on academic research into omnichannel customer experience management. You get compliance per dimension, your maturity level on a 0 to 5 scale, and the gaps worth tackling first.
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8 dimensions · 60 criteria · 10 to 12 minutes · instant results
Company vs. its industry
sample data
Your companyIndustry average
Four dimensions below the industry average
- Channels21 pts
- People19 pts
- Data22 pts
- Technology22 pts
The six levels
From adding channels to managing one single experience
0Non-existent
Customer interactions are not articulated, and there is no organisational commitment to or prioritisation of omnichannel.
1Emerging
Interactions are barely joined up, with significant gaps across most of the dimensions that enable omnichannel customer experience management.
2Multichannel
Some contact channels may be connected, but experience management still happens in silos: channels operate in isolation.
3Transitioning to omnichannel
Channels are integrated, though not fully. Some interactions are managed beyond the individual channel. Reaching omnichannel depends on how each dimension is prioritised.
4Managed omnichannel
There is a clear organisational commitment to omnichannel experience management. Data is integrated and interactions are orchestrated at customer level.
5Optimised omnichannel
Customer relationships are managed on top of a people-centred culture. Decisions rely on integrated, holistic customer data, enabling real-time feedback and continuous improvement.
Find out which level your company is at
Start the assessmentWhat is assessed
Eight dimensions across people, technology and business
02
Channel management
How channels and touchpoints work together to support every customer interaction with the company.
03
Customer experience
The ability to design a desired, personalised experience and deliver it seamlessly across the customer lifecycle.
04
People and culture
The role of people, organisational structure and culture in executing the omnichannel strategy.
05
Data and analytics
Integrated data that enables a single view of the customer, with cross-channel metrics and advanced analytics.
06
Processes
Processes that enable joined-up delivery, integrated service and interactions throughout the lifecycle.
07
Technology
Technology that integrates and unifies channels and enriches the experience instead of adding gadgets.
08
Brand management
People relate to brands, not channels: brand consistency, loyalty and customer engagement.
Where the model comes from
Grounded in academic evidence. Validated with industry practitioners
A maturity model does not measure how well a company performs, but which capabilities it has.
The model operationalises the concept of omnichannel: it answers what being omnichannel means in practice, making channel integration and a seamless, continuous experience tangible.
It was built on a systematic review of prior studies plus empirical research with practitioners. Every criterion weighs the same in the total: your maturity level comes from your compliance percentage.
Carmen Gerea, candidata a PhD, PUC (2023). Madurez de la gestión omnicanal de la experiencia del cliente (proyecto de investigación en curso). Basado en Gerea, Gonzalez-Lopez y Herskovic, Sustainability 13(5), 2824. View publication
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