Model dimension · 07 / 08
Does your technology integrate channels or multiply them?
Technology evaluates whether the digital architecture connects channels and enriches the experience, rather than adding disconnected gadgets.
Maturity levels
How does technology look at each level?
0
Non-existent
No systems integrate channels or customer data.
1
Emerging
Each channel has its own technology, with little connection between them.
2
Multichannel
There are point integrations, but the architecture remains fragmented.
3
Transitioning to omnichannel
The company is building a platform that unifies channels and data.
4
Managed omnichannel
Core systems are integrated and support the experience across channels.
5
Optimised omnichannel
Technology adapts to the customer, scales with the business, and evolves with strategy.
Warning signs
Does any of this sound familiar?
Each channel uses a different platform that does not integrate with the others.
Tools are bought on trend without criteria for integration with the current ecosystem.
Customer data gets trapped in systems that do not communicate.
Technology is chosen for isolated features, not for its impact on experience.
Frequently asked questions
Common questions about technology
Get your full diagnostic
Free for one individual assessment. Takes 10–12 minutes.
Assess this dimension