Model dimension · 06 / 08
Do your processes cross channels or stop at every boundary?
Processes evaluates whether the company can deliver integrated services and interactions across the customer lifecycle.
Maturity levels
How does processes look at each level?
0
Non-existent
No defined processes exist to manage the experience across channels.
1
Emerging
Processes are local to each channel and create friction for the customer.
2
Multichannel
There are integrated processes in some stages, but with frequent exceptions.
3
Transitioning to omnichannel
The company redefines key processes thinking about the customer journey across channels.
4
Managed omnichannel
Most critical processes are integrated and executed consistently.
5
Optimised omnichannel
Processes are continuously improved using customer feedback and data from all stages.
Warning signs
Does any of this sound familiar?
A process started in one channel cannot continue in another without restarting.
Problem resolution requires the customer to go through several areas.
Processes are designed by department, not by the customer journey.
There is no unified policy for returns, warranty, or support across channels.
Frequently asked questions
Common questions about processes
Get your full diagnostic
Free for one individual assessment. Takes 10–12 minutes.
Assess this dimension