Model dimension · 01 / 08
Is omnichannel strategy a real priority for your company?
Business strategy defines whether omnichannel is a top-down decision, customer-centric, and backed by investment.
Maturity levels
How does business strategy look at each level?
0
Non-existent
No omnichannel strategy or visible organizational commitment exists.
1
Emerging
There are isolated intentions, but the strategy is not articulated with leadership or prioritized.
2
Multichannel
The strategy exists in some channels, but each area advances with its own objectives.
3
Transitioning to omnichannel
Leadership takes omnichannel as a goal, although investment and alignment are still developing.
4
Managed omnichannel
Omnichannel strategy is part of corporate planning and has assigned resources.
5
Optimised omnichannel
The strategy is refreshed with customer data, adapts to the market, and guides business decisions.
Warning signs
Does any of this sound familiar?
Omnichannel only shows up in marketing slides, not in corporate strategy.
Each channel or region sets its own goals, with no alignment to a single customer experience.
There is no budget or dedicated team to integrate channels and data.
Commercial partners are chosen by price, not by their ability to sustain the omnichannel experience.
Frequently asked questions
Common questions about business strategy
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