In a world of digital disruption, how ready are Swiss companies to face the digital challenge? Accenture assessed the digital maturity of the largest Swiss companies and industries and offers insights into how to seize the digital opportunity.
13. 13
Research
Template
Criteria Sub- Criteria Factors / Benchmarks
3.
Interaction
Digital Customer
Interaction
Online
Newsletter (personalized & non-personalized)
Call-back-Button
Appointment Requester (with client advisor)
Online Chat
Co-Browsing
Video chat
Social Media (Facebook, Twitter, Youtube)
Personalized Online Portal
Anytime /
Anywhere
Multichannel Coverage (Smartphone, Tablet)
Location based Services & Offerings (Geo-
location)
Product configurator (personalization) / custom-made products
Exclusive Online Offerings
Service
Newsletter (personalized & non-personalized)
Call-back-Button
Appointment Requester (with sales staff)
Online Chat
Videotelephonie/Advisory
Avatar (Digital Advisor)
Product Co-creation (Invite customer into product development)
Social Media (Facebook, Twitter, Youtube)
Mobile Webpage (Smartphone, Tablet)
Apps for Mobile Devices (Smartphone, Tablet)
Location based Services & Offerings (Geotargeting)
Integration of 3rd Party Providers
eCommerce (eShop/ eCatalogue)
mCommerce
Next Best Product (product recommendations, personalised
advertisments, concrete offers)
Rebuy Opportunities for ending products (One-Click)
Store locater/ finder (online/ offline)
Gamification (e.g. online simulation games)
Customer loyalty programs
QR Codes to provide product information
Digital Displays
Virtual fitting rooms
Advisory Tools
Modular online pricing
Individual eCoupons (via QR-Codes)
Payment-Codes - QR Code & Scanning
Mobile Payment / Google wallet (NFC)
Online delivery (Same day delivery)
Click & Collect / click-and-collect
Track & Trace (via GPS)
Online contact/ service request form (usage of Channels defined
under "Interaction")
Login area for Data Administration (e.g. Personal Settings)
Tutorials / User Manuals
FAQ
Support communities / crowd sourcing (for service requests)
Online Return Center
Online Complaint Managment
360° customer view (data mining)
Real-time analytics
Behavioural marketing (predictive analytics, predictive marketing,
big data marketing)
Digital processes and automation
Open innovation
Digital Supply Chain (e-supply chain)
B2B Trading Platforms (procurement platform / (Supplier portal
platform)
Information Stream (between store and online channels)
Mobile POS devices / Ipads
Digital Department (big data/analytics department, software
engineering centers)
Digital Expert Groups
Social collaboration
Internal Social Media Tools (e.g. Yammer)
Internal Collaboration Tools (e.g. Lync, video conferencing)
Virtual Teams
eKanban (Automatisiertes Materialnachschub Steuerungssystem;
RFID)
Sales functionality
Service functionality
Operations & Processes
Resources &
Organization
Workflow
Attention/ Information (Online
and Offline)
Advice/ Personalisation
Product & solution
Interaction
Transaction/ Payment
Fulfillment
Digital Customer Interaction/
Communication
Anytime - Anywhere /
Eco System
After Sales Services / Support
Example
To ensure consistency and comparability, the research approach has
been standardized and tailored to industries
Research Approach
52 cross-industry
Digital Factors +
Industry-specific
adaptations (e.g. Banking 37
Factors)
Consistent and comparable
baseline within and across
industries
=
The Index is based on success factors for Digitalization – from digital strategy to intelligent products to digital processes.
The digital dimensions are broken down into criteria which are evaluated based on publicly available information.