Profiting from Digital Maturity: An Interactive Best Practices Guide

To survive in today's economy, companies must balance both seamless digital experiences and fail-safe security

Customer trust is business critical

  • image description

    World-class experiences lead to high customer trust

  • image description

    Trust encourages customers to share more data with companies

  • image description

    Customer data drives innovation and delivers exceptional experiences

  • image description

    Exceptional digital experiences result in increased revenue

Forrester Consulting conducted a study to examine how companies approach digital experience and security. To fully understand companies who are able to balance fail-safe digital security with sophisticated digital experience, the survey respondents were segmented into four categories of digital maturity.

  • Beginning the digital journey

    Skeptics
  • Investing in skills and infrastructure

    Adopters
  • Breaking down traditional silos

    Collaborators
  • Leveraging data to drive customer obsession

    Differentiators
Digital Maturity

Key findings from the Forrester Consulting survey

Digitally mature companies reap the biggest rewards

  • image description Double-digit
    revenue growth
  • image description Budget to deliver superior experiences by connecting investments to revenue growth

When firms fail to deliver on security the damage is three-fold

  • image description Revenue loss
  • image description Loss of
    customer trust
  • image description Decrease in
    brand reputation

Digital maturity across regions

50
25
0
  • image description14%
  • image description17%
  • image description16%
  • image description13%
Skeptics

Skeptics Beginning the digital journey

  • US & Canada
  • UK
  • Germany
  • Japan
  • image description39%
  • image description25%
  • image description28%
  • image description42%
Adopters

Adopters Investing in skills and infrastructure

  • US & Canada
  • UK
  • Germany
  • Japan
  • image description28%
  • image description46%
  • image description41%
  • image description33%
Collaborators

Collaborators Breaking down traditional silos

  • US & Canada
  • UK
  • Germany
  • Japan
  • image description19%
  • image description12%
  • image description16%
  • image description13%
Differentiators

Differentiators leverage data to drive customer obsession

  • US & Canada
  • UK
  • Germany
  • Japan

Customer trust and customer data are critical business assets

Percentage of firms that believe customer trust is critical to their organization:

  • 74
    US & Canada
  • 73
    UK
  • 73
    Germany
  • 63
    Japan

Differentiators are the role models on the digital maturity curve

image description Differentiators’ key to success is their pursuit of meeting customer experiences
  • Skeptics

    Skeptics Beginning the digital journey

  • Adopters

    Adopters Investing in skills and infrastructure

  • Collaborators

    Collaborators Breaking down traditional silos

  • Differentiators

    Differentiators leverage data to drive customer obsession

0
25
  • image description25%
  • image description36%
  • image description37%
  • image description38%

Share of respondents that cite: meeting evolving customer expectations as their top challenge

image description Differentiators realize that investing in digital experiences will drive future revenue
  • Skeptics

    Skeptics Beginning the digital journey

  • Adopters

    Adopters Investing in skills and infrastructure

  • Collaborators

    Collaborators Breaking down traditional silos

  • Differentiators

    Differentiators leverage data to drive customer obsession

0
25
  • image description 30%
  • image description 30%
  • image description 23%
  • image description 16%

Share of respondents that cite: budget as a top challenge for maturing digital experiences

Challenges with balancing digital experiences and security

image description Digital maturity creates complexity surrounding security
  • Skeptics

    Skeptics Beginning the digital journey

  • Adopters

    Adopters Investing in skills and infrastructure

  • Collaborators

    Collaborators Breaking down traditional silos

  • Differentiators

    Differentiators leverage data to drive customer obsession

0
25
50
  • image description 24%
  • image description 38%
  • image description 45%
  • image description 32%

Share of respondents that cite: complexity of their environment as a top security challenge for digital maturity

image description Maturity in security challenges agility
  • Skeptics

    Skeptics Beginning the digital journey

  • Adopters

    Adopters Investing in skills and infrastructure

  • Collaborators

    Collaborators Breaking down traditional silos

  • Differentiators

    Differentiators leverage data to drive customer obsession

0
25
50
  • image description 22%
  • image description 30%
  • image description 33%
  • image description 33%

Share of respondents that: struggle to find the balance between security protocols and business agility

image description Customer trust depends on investing in security
  • Skeptics

    Skeptics Beginning the digital journey

  • Adopters

    Adopters Investing in skills and infrastructure

  • Collaborators

    Collaborators Breaking down traditional silos

  • Differentiators

    Differentiators leverage data to drive customer obsession

0
25
50
  • image description 27%
  • image description 15%
  • image description 26%
  • image description 16%

Share of respondents that: that lack security budget

Master security, trust, and digital experience to reap bottom-line rewards

image description Mature firms gain the greatest share of customer trust
  • Skeptics

    Skeptics Beginning the digital journey

  • Adopters

    Adopters Investing in skills and infrastructure

  • Collaborators

    Collaborators Breaking down traditional silos

  • Differentiators

    Differentiators leverage data to drive customer obsession

0
25
50
75
  • image description 62%
  • image description 54%
  • image description 67%
  • image description 82%

Share of respondents that: believe they have a high level of trust from their customers

image description Mature firms are also the leaders in their industry
  • Skeptics

    Skeptics Beginning the digital journey

  • Differentiators

    Differentiators leverage data to drive customer obsession

0
25
50
75
  • image description 50%
  • image description 73%

Share of respondents that: report their growth as either among the top or as the top as compared to others

Differentiators are the leaders in their industry

  • 73

    73% lead their industries in revenue growth

  • 82

    82% maintain a high level of trust with customers

  • 84

    84% prioritize budgets to drive more secure, engaging digital experiences

Ready to be a Differentiator?

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