This study assesses the digital maturity of 79 leading UK companies across four dimensions: digital marketing, digital product experience, e-commerce and e-CRM. On this webpage you can easily access the study highlights: industry and company rankings and details, summary by digital dimensions, related insights, and download the full PDF.
UK companies are facing a challenging time regarding digitalisation and the rapid growth in the digital age. The UK has the world’s third-largest e-commerce market, so pressure and competition are expectedly rife. While UK firms are progressive in embracing the digital era, they could do much more to ensure growth and stability in terms of their digital footprint.
Find the detailed study findings by industry below - how they perform by digital dimension, compare to previous years, and it also shows the digital leading companies by industry. Just click on the specific industry bar below to learn more.
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Retail - non food
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3.25
Retail - non food
Non-food retailing is often cited as one of the most competitive sectors to operate within, not least because online retailing is not bound by geographical limits in the way that banking and insurance tends to be. As a result, non-food retailing in the UK leads this study as the highest-ranking… View info |
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Retail - fashion
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3.19
Retail - fashion
Fashion ranks second in the study, with strong performances in the digital product experience dimension. Fashion companies could benefit from additional focus on digital customer service to remain aligned with increasing customer expectations. View info |
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Retail - food
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3.17
Retail - food
The growth in online grocery sales during the pandemic has significantly enhanced the focus on digital capabilities, resulting in food retailers now demonstrating good digital maturity across the board, comparable with the broader retail industry. View info |
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Banking
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3.07
Banking
With established banks looking to ward off the threats of disruptive new entrants, a great deal of progress is being made to provide appealing digital experiences for customers. Opportunities for further improvements certainly exist, with energy and retail sectors potentially a source of… View info |
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Telco
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2.76
Telco
The telco industry is the jack of all trades in the study. Though there is a great deal of scope to develop digital maturity to the levels seen in retail or banking, the foundations are there, particularly for those looking to challenge the leader in this space: EE. View info |
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Insurance
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2.64
Insurance
Insurance companies show a high level of digital maturity in several areas, but overall performance is inconsistent, and insurers continue to play catch up against banking peers. View info |
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Energy Retail
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2.57
Energy Retail
Energy retail companies are front running other industries with their use of modern sales support tools such chatbots, click-to-call, and live chat, however, they are falling behind in their social media outreach and use of affiliate and search engine marketing. View info |
This section offers detailed information about the researched company's digital maturity by dimension. Click on the dimension tabs below to learn more. Percentages indicate the share of companies that are utilising the listed digital criteria as part of their digital customer experience.
The average score of all companies ranked for the UK is 2.90, a ‘sufficient’ score, whereas the top 10 highest-scoring companies produced a far healthier average result of 3.45, positioned in the middle of the ‘good’ band, with the next tier being ‘very good’. In this report we will explore some of the characteristics of these higher performing companies.
A new study released today (6th November 2018), ranking companies for their digital maturity, reveals that the UK operations of Amazon (ranked 1.), ASOS (2.), AO.com (3.), Argos (4.) and Tesco (5.) lead the list of the UK’s Top-Ten Digital Leaders.
The study also identifies the Telecoms sector as the UK and Global Digital Leader, with EE (ranked 7) and O2 (ranked 8) also appearing in the top ten ranking of digital leaders in the UK.
BearingPoint was engaged to perform a Technology Due Diligence to support the investment team of Vitruvian Partners on a partnership with doctari to solidify the company’s strong leadership position in the German healthcare staffing market and support its growth plans.
Our 2017 Retail Report has found that traditional retail operating models are slowly disappearing. Where the power once lay firmly in the hands of the retailer, the consumer is now the driving force in the relationship. This shift of power, combined with an ever-changing social, demographic, economic and technological landscape, is forcing retailers to get closer to their customers than ever before.
Rather than owning an asset, behaviour has shifted towards more convenient rental agreements, available on-demand and with less commitment. The sharing or ‘peer-to-peer’ economy enables people to rent assets owned by another individual.
It is time to see a significant shift in the effort to secure customer data, and harness the innovative technologies available in biometrics to deliver a step-change against criminals who wish to exploit vulnerable customers – and ultimately, enhance the customer experience. The financial services firms that get this right will see trust approval ratings increase and deliver a whole new customer base.
The business agenda of utilising automation to continuously delivering growth at a lower cost is certainly nothing new. For centuries, the work environment has been changing, bringing in new automation opportunities with each wave. However, for the COOs, Robotic Process Automation (RPA) offers not only another efficiency lever on the continuous drive for creating shareholder value, but also a golden ticket to add value and drive top line growth.
Historically, businesses have been in control of the customer journey, dictating the point of contact, level of interaction, and the length of the full transaction. However, in recent years we have seen a shift with the customer rapidly taking back control.
