Model dimension · 05 / 08
Do you have a single customer view or fragmented data?
Data and analytics evaluates whether the company integrates data from all channels to understand the customer, measure experience, and make decisions.
Maturity levels
How does data and analytics look at each level?
0
Non-existent
No integrated data or measurement of the customer experience.
1
Emerging
Each channel operates with its own data and reports.
2
Multichannel
There are basic integrations, but no single customer view.
3
Transitioning to omnichannel
The company builds a unified repository and begins to measure the cross-channel journey.
4
Managed omnichannel
Customer data is integrated and available to the teams that need it.
5
Optimised omnichannel
Analytics predicts behaviors, personalizes experience, and feeds real-time decision-making.
Warning signs
Does any of this sound familiar?
Each channel has its own customer base and metrics.
The same customer cannot be recognized when moving from the website to WhatsApp or the store.
Dashboards show channel metrics, not customer or full-journey metrics.
Advanced analytics is not used to anticipate needs or personalize the experience.
Frequently asked questions
Common questions about data and analytics
Get your full diagnostic
Free for one individual assessment. Takes 10–12 minutes.
Assess this dimension