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3.7
Like last year, the retail electronics industry ranked highest in overall grade and therefore showed highest digital maturity. It even improved its grade significantly compared to last year. This industry is a clear winner since it outperformed the other industries across almost all dimensions. It…
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3.3
The retail fashion industry is the runner-up in terms of digital maturity with a good grade. It even managed to improve its performance, despite already achieving a good grade last year (2020: 3.0). Retail fashion performed best in terms of digital product experience, whereas it scored lowest on…
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Retail - Interior/Department Stores
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3.2
Retail – interior/department stores came in third in this year’s study, receiving a good grade and establishing above average digital maturity. It performed above average on all dimensions and did especially well in e-commerce. Room for improvement lies with digital marketing.
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3.1
Coming in fourth in this year’s ranking, the passenger transportation industry received a good grade in terms of overall maturity. It performed well in digital product experience and even performed second-best of all industries in e-CRM. An area of improvement is e-commerce, where purchase…
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3.1
The telecom industry showed a good level of digital maturity. Telecom achieved high grades across all four dimensions and even ranked runner-up in the digital marketing dimension. In terms of e-CRM, there is still some potential for improvement regarding customership and personalization.
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3.1
Retail – outdoor/sports scored above average, coming in sixth in ranking this year. Its grade even increased compared to last year. Compared to other industries, it performed well across all dimensions and scores above average on e-commerce.
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3.0
With a good overall grade, the banking industry improved its performance as compared to last year. Large discrepancies in performance exist across dimensions, with a high grade in digital product experience and a poor grade in e-CRM. Efforts for improvement should be directed toward the e-CRM…
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2.9
With a sufficient grade, food retail came in eighth in the ranking of this year’s study. Picnic was newly added to the industry, its low grade being explained by its well-considered different digital strategy. Nevertheless, the industry managed to increase its performance slightly. Overall, this…
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2.8
Drug store/pharma was newly added to the study this year and received a sufficient grade in digital maturity. Above average grades are achieved in e-commerce and e-CRM. The industry performed poorly in digital marketing where opportunities lie with search engine marketing and optimizing social…
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2.8
By achieving an overall sufficient grade, the postal industry significantly increased its performance as compared to last year. Its increase in digital marketing is most remarkable. Further room for improvement lies with digital product experience and e-commerce.
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2.7
Insurance came in eleventh in this year’s ranking, achieving a sufficient grade. What is remarkable about this industry is that its grades highly differ across dimensions, with an above average performance in e-commerce and a poor performance in digital marketing. We observed room for improvement…
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2.6
The consumer goods industry achieved a sufficient overall grade, which slightly increased as compared to last year. It performed well in e-commerce and digital product experience, but their digital marketing and e-CRM practices could clearly improve.
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2.6
With an overall sufficient grade, the energy industry performed sufficiently in terms of digital maturity. Energy received the same grade as last year, but we observed significant improvement in e-CRM this year. It received a good grade in digital product experience, but further potential for…
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2.5
Media ranked in the bottom-three of all industries, receiving a sufficient grade. Its performance across dimensions was somewhat similar, the highest grade being achieved in digital marketing and the lowest grade in e-commerce.
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Technology & Manufacturing
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2.4
Technology & manufacturing ranked lowest this year in terms of overall digital maturity. However, it came in closely behind the media industry, and it significantly increased its grade as compared to last year. It increased its grades across all dimensions, but this is explained by adding Philips…
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