Hear that noise? Its the relentless march of people shifting to digital channels to engage with organisations and each other.
A technological revolution has transformed the lives of individuals and communities, empowering them to push back against channels that have historically delivered one-way communication. Individuals are now demanding a new model of participation where their voice can be heard.
Most organisations, and the people within them, recognise that this channel shift is taking place; the challenge lies in understanding where their organisation is in terms of addressing this demand and what it needs to change in order to fully embrace it.
Today, Engine and Transform publish the Digital Maturity Index 2011, a report that captures the findings from a four-month research programme looking at how organisations are implementing digital channels and how mature these developments are.
The report is available
online now, but as a taster here are a couple of the results of our interviews with 35 digital leaders from public and private sector organisations:
- Only 27% of public sector respondents expect a moderate or significant increase in investment in digital in2011-12 compared to 94% in the private sector
- 59% of the private sector reported that there was either just a little or no real end-to-end view of the actual customer experience and in the public sector this was 80%
Were already getting started on the DMI 2012, and if your organisation would like to take part, or youd like to understand more about the impact of digital channels, get in touch now.
One of our clients summed up the digital challenge perfectly: We need to be present and relevant in the world of our customers; digital puts the customer in control but we need a balance of engagement and commercialisation.
Sound familiar? Then this reports for you.
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