Advancing digital commerce capabilities to drive financial value: Perspective and benchmarking framework

With changing consumer behavior, digital commerce gains more and more economic relevance for companies, be it to improve revenues, cost-to-serve efficiency or customer experience. We provide a structured approach to assess digital commerce capabilities, and benchmark them within and across industries. Structured around a customer-back view of the purchase funnel (including exploration, shopping experience, interaction and customer support), the toolkit is designed to help companies prioritize the technology, organization, process and people-related capabilities they need to build (or improve) to drive economic value through digital commerce.