Digital Maturity Benchmarks Across Enterprise Sizes

Digital maturity is not a buzzword. It’s the true line that separates businesses thriving in today’s fast-paced world from those playing catch-up. Whether you’re running a small business, scaling a mid-sized company, or navigating the complexities of a large enterprise, knowing how digitally mature you are is critical. This article lays out 30 powerful benchmarks. Each one gives you an idea of where you might stand, and more importantly, what you can do to climb higher.

1. 93% of digitally mature enterprises report stronger revenue growth than industry averages

Why revenue is tied to digital maturity

When a company embraces digital transformation fully, it doesn’t just run smoother—it earns more. Why? Because digital maturity leads to smarter decision-making, faster operations, better customer experience, and the ability to seize market opportunities quickly. These things naturally lead to stronger financial performance.

The domino effect of digital maturity on revenue

It starts with operational efficiency. A digitally mature business automates where it can, streamlines workflows, and removes manual bottlenecks. That saves time and money. Then comes data. Mature organizations know how to gather and use data. They don’t just guess what customers want—they know. This leads to better products, smarter marketing, and fewer costly mistakes.

Next, digital tools help companies move fast. When you can test a new idea in a week instead of a quarter, you can find what works and scale it. That kind of speed beats competition every time.

What to do if you’re not seeing the revenue results

If your company isn’t seeing above-average growth, start by reviewing your digital tools. Are your processes still heavily manual? Are your teams using spreadsheets when better platforms exist?

Also, look at your data. Is it centralized? Are decision-makers using real-time dashboards? If not, that’s your first stop.

Then, consider how fast your company can try and test new ideas. Speed is a big factor here. The faster you test, the faster you grow. And if your tech team is bogged down by old systems, it’s time to think about cloud solutions or low-code platforms that can help you move faster.

2. Only 24% of mid-sized businesses have a formal digital transformation strategy

The gap in the middle

Mid-sized businesses are often in a tough spot. They’ve outgrown the agility of small businesses but don’t yet have the deep pockets or resources of large enterprises. That’s why so many get stuck in “digital limbo.” They adopt a few digital tools but don’t have a big-picture strategy.

Without a strategy, efforts are scattered. One department uses one tool, another uses something else, and leadership doesn’t have a clear view of what’s working.

Why a strategy changes everything

A digital strategy isn’t just a document. It’s a guide that aligns your teams and investments. It tells everyone where the company is going and how digital tools support that journey. It helps you avoid waste, focus on impact, and measure success.

It also forces you to think about culture, not just technology. A good strategy includes how you’ll help your team adapt to new tools, not just what tools you’ll buy.

Building your strategy from scratch

If you’re in that 76% without a digital strategy, start small. You don’t need a 100-page plan. Start with a one-page map:

• What are your business goals for the next year?
• What processes are slowing you down?
• What tools or tech could help?
• What budget or time do you have to invest?

Next, assign a small team or digital lead to own this map. Let them pilot one or two projects—like automating a sales workflow or integrating customer data tools—and learn from them. Use that learning to shape your broader strategy.

As momentum builds, formalize the plan, include more departments, and set KPIs to track progress.

3. 68% of enterprises with over 10,000 employees have a dedicated Chief Digital Officer

Why leadership matters in digital success

In large enterprises, digital transformation is too big to be a side project. It needs leadership. That’s where the Chief Digital Officer (CDO) comes in. The CDO isn’t just a tech expert—they’re a strategist who connects technology to business outcomes.

Having a CDO signals that digital transformation is a priority. It puts someone at the table who’s thinking daily about how to use digital tools to drive growth, efficiency, and innovation.

What a Chief Digital Officer actually does

A great CDO does three things well:

1. Sets the digital vision for the company
2. Works across departments to make sure everyone is aligned
3. Stays ahead of trends so the company can be proactive, not reactive

They help break down silos between IT, marketing, operations, and product. They champion new tools and keep an eye on ROI.

They also help build a digital culture—one where employees feel empowered to use tech and are not afraid of change.

What to do if you don’t have a CDO

If you’re in a large enterprise without a CDO, you need someone who acts like one. That might be your CIO, CTO, or another executive with the bandwidth and vision to take on this role. Give them the authority to coordinate across departments and drive the transformation agenda.

If you’re in a mid-sized company, you may not need a full-time CDO, but you do need a digital lead—someone who is thinking about how every department can move forward with digital tools.

The key is accountability. Someone needs to own digital transformation. Without it, progress will be slow, fragmented, or stall altogether.

4. Small businesses allocate only 7% of their IT budgets to digital initiatives

Small budgets, big missed opportunities

Many small businesses spend most of their IT budgets on keeping the lights on—servers, email, software licenses, maybe basic security. That leaves little for digital innovation. But the reality is, digital tools are no longer optional extras. They’re growth engines.

When only 7% of your IT budget goes into digital initiatives, you’re missing out on automation, better customer service, and data insights that could help you compete.

The cost of falling behind

Here’s what happens when digital investment is low: your team gets bogged down with repetitive tasks, customers don’t get the speed or personalization they expect, and decisions are made based on gut feelings instead of data.

Meanwhile, your competitors—who invest even a little more—are getting ahead. They move faster, waste less, and win more customers.

This isn’t about spending millions. It’s about spending smart.

How small businesses can rebalance IT spending

Start by breaking down your IT budget. Where is the money going? Hosting? Security? Licenses? You’ll probably find areas to cut or consolidate. Cloud solutions, for example, often save money over maintaining physical infrastructure.

Then, carve out a digital innovation line item—even if it’s just 10% of your IT budget. Use it to run small pilots: a chatbot on your website, automated invoicing, a CRM tool. These don’t cost much but can create a big impact.

Track results. Show that a small investment led to time savings or more revenue. Use that success to justify increasing the allocation next year. Bit by bit, digital maturity becomes part of your culture—and your budget reflects it.

5. Digitally mature companies are 23% more profitable than their less mature peers

The profit advantage of digital maturity

Profit isn’t just about making more sales—it’s also about spending wisely, reducing waste, and using your resources efficiently. That’s where digital maturity shines. It affects every part of the business, which leads to a significant bump in profitability.

When a company operates with a strong digital foundation, the numbers improve across the board. Products get to market faster. Costs go down. Teams do more with less. All of this adds up to healthier margins.

Why the gap keeps widening

The thing about digital maturity is that it builds on itself. Each improvement makes the next one easier. When you automate a process, you free up your team. That team can now focus on strategy instead of operations. That leads to better decisions, better products, and better customer service.

Companies that don’t evolve are left reacting to problems while mature businesses are solving the next one before it hits.

Over time, this creates a growing gap—not just in profits, but in market power.

Becoming more profitable through digital change

If you want to be part of the 23%, focus on a few key areas:

• Look for manual tasks that can be automated (payroll, lead tracking, emails)
• Use data to drive your decisions, not guesswork
• Build cross-functional teams that share tools and knowledge
• Adopt cloud platforms that scale with your growth

Also, keep an eye on the customer. Profitability grows when you serve better, faster, and smarter. Use digital tools to simplify the customer journey, personalize interactions, and reduce churn.

Start small, track ROI, and keep building. You don’t need a perfect plan to start—just a clear first step.

6. 89% of large enterprises have adopted cloud infrastructure as a core strategy

The cloud isn’t the future—it’s the present

If you’re running a large company and you’re still debating cloud adoption, you’re behind. Nearly 9 out of 10 large enterprises already treat cloud infrastructure as the foundation of their digital strategy.

Why? Because it offers flexibility, speed, and cost savings that traditional infrastructure just can’t match.

With cloud, companies don’t have to wait weeks for a server. They can scale instantly. Teams can work from anywhere. Data is backed up, secured, and easier to integrate across systems.

How cloud enables digital transformation

Cloud platforms make it possible to launch new services faster. You can spin up a testing environment in hours. You can deploy apps across regions with a click. This speed is critical for innovation.

It also helps with cost management. Instead of buying expensive hardware, you pay only for what you use. You can reduce overhead, redirect savings, and invest more in strategic projects.

Cloud systems also help with integration. Most modern tools work better in cloud environments, and APIs make it easier to connect everything—CRM, ERP, marketing tools, and more.

What to do if your cloud strategy is weak or nonexistent

Start with an assessment. What parts of your infrastructure are still on-premise? Are there security or compliance reasons for that? If not, identify what can move to the cloud first.

Email? Easy. File storage? Also easy. Mission-critical applications? That may take planning, but it’s worth it.

Choose a trusted partner—AWS, Azure, or Google Cloud. Start with non-critical systems, then migrate others step-by-step. Make sure your IT team is trained on cloud management.

Also, involve your finance and legal teams early. Cloud contracts and costs work differently, and everyone needs to be aligned.

Most importantly, make cloud a business conversation, not just an IT one. The goal isn’t just cost savings—it’s speed, innovation, and long-term scalability.

7. 42% of small enterprises still rely on legacy systems for core operations

The hidden cost of old systems

Legacy systems are like old shoes—they’ve been around forever, and they might still “work,” but they’re slowing you down. Almost half of small businesses still run their daily operations on outdated software or platforms. That’s a problem.

Why? Because legacy systems often don’t integrate well with modern tools. They require manual updates. They’re hard to customize. And worst of all, they make your business inflexible.

If you’re spending time fixing bugs, exporting data by hand, or training new hires on clunky tools, you’re paying a hidden tax on your productivity.

Why small businesses stick with legacy tools

Usually, it comes down to three things: fear, cost, and habit.

Fear of change—because switching systems feels risky. What if something breaks? What if it takes too long to learn?

Cost—because upgrades or migrations can look expensive upfront.

Habit—because the team is used to the current system, and “it still does the job.”

But here’s the truth: keeping old systems is often more expensive in the long run. You lose time. You frustrate customers. You miss opportunities.

How to break free from outdated systems

Start with one core system. Maybe it’s your point of sale, accounting, or inventory tool. Evaluate how much time it costs your team to use and maintain. Then, look for a modern replacement that integrates with your other tools and is built for automation.

Choose cloud-based tools with active support and regular updates. Many of today’s platforms are designed for small businesses—they’re user-friendly, affordable, and scalable.

Don’t try to rip everything out at once. Replace one legacy system at a time, train your team, and track improvements.

Also, check for government grants or tech support programs—many regions offer help for small businesses upgrading technology.

8. 70% of mature organizations use data analytics to inform decision-making

The power of decisions backed by data

Data analytics isn’t about charts or dashboards—it’s about clarity. When 70% of mature organizations use analytics to drive decisions, it shows that they trust evidence over assumptions.

Data tells you what’s working, what’s not, and what your next move should be. It helps you reduce waste, target the right customers, and uncover hidden problems before they grow.

Without data, you’re just guessing. And in today’s fast-moving markets, guessing is risky.

Where analytics drives real value

In sales, data tells you which channels convert best. In operations, it shows where bottlenecks slow you down. In customer service, it identifies the issues that create churn. And in marketing, it reveals where you’re wasting budget.

You can’t fix what you can’t see. That’s why analytics matter.

It’s not just about tracking the past—it’s about predicting the future. That’s where the real power is.

Getting started with data analytics

If you’re not already using analytics, start with the basics. You don’t need a team of data scientists. You need clear questions and the right tools.

Start with:

• Google Analytics (for your website)
• CRM reports (for customer behavior)
• Sales dashboards (for trends and performance)
• Operations tools (to track workflow efficiency)

Make sure your data is centralized. That means using systems that “talk” to each other or platforms that integrate easily.

Then, decide on your key metrics. What does success look like for your business? Revenue? Retention? Speed? Focus your reporting around those.

Set a weekly or monthly review rhythm. Get your team in the habit of checking the data and talking about what it means.

And don’t forget to take action. Data without action is just decoration.

9. Only 19% of mid-sized enterprises use AI in customer service

AI isn’t just for tech giants anymore

Artificial Intelligence might sound futuristic, but it’s already helping businesses of all sizes—especially in customer service. Still, only 19% of mid-sized enterprises have made the leap.

That means 81% are missing out on a chance to respond faster, serve better, and reduce support costs.

If you’ve ever used a chatbot on a website, received automated email responses, or interacted with a recommendation engine, you’ve seen AI in action. And you don’t need to be a billion-dollar company to use it.

How AI boosts customer service without replacing humans

AI isn’t about removing the human touch—it’s about using machines to handle the repetitive stuff so your team can focus on high-value interactions.

A chatbot can answer 80% of FAQs instantly, 24/7. That keeps customers happy and reduces your support load.

AI tools can also help route tickets to the right agent, suggest answers based on past conversations, and detect tone in messages to prioritize urgent ones.

This doesn’t just save time—it improves the customer experience.

Easy ways to introduce AI in customer support

Start small. If you have a help desk or live chat on your site, look into adding a basic chatbot. Tools like Intercom, Zendesk, and Freshchat offer AI features even for smaller teams.

Use AI to analyze support conversations. Some platforms can flag trending issues, suggest new help articles, or even detect when a customer is frustrated—so your team can step in quickly.

Automate follow-ups and surveys after support interactions. AI can help personalize these messages and improve response rates.

Finally, involve your support team early. Let them test the tools, give feedback, and see how it helps their work. When they feel supported, not replaced, AI becomes an ally.

10. 91% of digitally advanced firms report faster time-to-market

Why speed matters more than ever

Time-to-market used to be a nice advantage. Now, it’s a necessity. When your competitors can release a product in weeks instead of months, they win attention, revenue, and loyalty before you even get to launch.

91% of digitally advanced firms are seeing this speed advantage because they’ve built systems, processes, and cultures around agility. They’re not stuck in long approval chains or weighed down by outdated tools. They test, launch, learn, and repeat.

This isn’t just for tech startups. Every company, no matter the industry, can benefit from moving faster.

What slows most companies down

Delays often come from three places: legacy systems, siloed teams, and risk-averse culture.

Legacy systems take too long to update or don’t play nicely with others. Teams working in silos duplicate efforts, miss key handoffs, and waste time. And when leadership is afraid of failing, everything requires more approvals, more checks, more waiting.

Speed doesn’t mean skipping steps—it means simplifying them.

How to improve your time-to-market

Start with your workflow. Look at one product or service you’ve recently launched. Map out the entire timeline—from idea to launch. Where were the bottlenecks? What tasks took longer than expected? Where was there confusion?

Now, remove the friction.

Automate routine steps. Use collaborative tools (like Notion, Asana, or Monday.com) to reduce back-and-forth emails. Assign clear owners to every task.

Next, move toward cross-functional teams. Don’t separate marketing, product, and dev into silos. Bring them together. Let them co-own the launch from day one.

And embrace a minimum viable product (MVP) mindset. Instead of trying to launch something perfect, launch something useful. Learn from it, improve it, and grow fast.

Faster time-to-market means more chances to win. But it only happens when your digital systems support speed—not slow it down.

11. 84% of enterprises with high digital maturity have integrated customer journey mapping

The customer journey isn’t a guess—it’s a roadmap

Every customer goes on a journey before buying. From discovering your brand to choosing a product to becoming loyal—each step matters. And yet, many businesses don’t fully understand what that journey looks like.

That’s why 84% of digitally mature enterprises have embraced customer journey mapping. It helps them understand how customers think, what they feel, and where they drop off.

When you see the full journey clearly, you can fix what’s broken and double down on what’s working.

What journey mapping actually looks like

Customer journey mapping is more than a diagram. It’s a process of putting yourself in the customer’s shoes.

You identify each stage: awareness, consideration, purchase, onboarding, and retention. Then, for each stage, you map:

• What actions the customer takes
• What questions or doubts they have
• What channels they use (email, website, social, etc.)
• How your business supports—or fails—them at each step

This map becomes a guide for improving your service, marketing, and support.

How to create your first customer journey map

Start with one product or service. Interview customers if you can. If not, use internal data—support tickets, web analytics, survey feedback.

Then, outline the five core stages:

1. Awareness: How do customers first hear about you?
2. Consideration: What helps them compare or decide?
3. Purchase: What makes the sale easy or hard?
4. Onboarding: How smooth is the start?
5. Retention: Why do they stay—or leave?

Use sticky notes, a whiteboard, or a journey mapping tool like Miro or Smaply.

Next, look for pain points. Where are customers confused? Where do you lose them? Prioritize fixing those moments.

Finally, share the map with your team. Make it a living document. As you launch new products or services, update the map. Use it to align departments and focus your digital investments where they matter most—to the customer.

12. Digital-first companies are 2.5x more likely to be market leaders

Why digital-first wins in the long run

Digital-first doesn’t mean “tech-only.” It means putting digital thinking at the center of how you solve problems, serve customers, and grow.

These companies don’t add digital tools after the fact—they build around them. They see digital not just as a support function, but as a strategic advantage.

And the result? They’re 2.5 times more likely to lead in their markets. That’s a huge edge.

The mindset that sets digital-first apart

Digital-first companies ask questions like:

• How can we automate this process?
• What would our customer want to do on their phone?
• Can this experience be personalized?
• How can we use data to make a smarter decision?

This mindset affects everything. Hiring, marketing, customer support, product design—it’s all shaped by what digital can do better.

And because these companies act faster and learn faster, they grow faster.

Moving toward a digital-first culture

Start by looking at your customer experience. Is it easy to buy from you online? Can customers self-serve without calling support? Can they get personalized offers or track their orders?

Then, look inside. Are your teams using digital tools to collaborate, track progress, and automate tasks? Or are they drowning in spreadsheets, meetings, and manual work?

You don’t need to overhaul everything overnight. Begin by digitizing one major process—maybe onboarding, fulfillment, or customer support.

Get leadership involved. When leaders use digital tools themselves, it sets the tone for the rest of the organization.

Finally, encourage experimentation. Let teams test new tools or approaches without fear of failure. The more you learn, the faster you grow—and the closer you get to becoming a digital-first market leader.

13. 56% of enterprises with over $1B in revenue use machine learning for predictive analytics

The smart way to stay ahead

Machine learning (ML) is no longer a futuristic concept. It’s right here, and it’s changing how billion-dollar enterprises make decisions. More than half of large companies now use ML to forecast trends, spot risks early, and optimize everything from inventory to marketing.

Predictive analytics gives you the edge of foresight. Instead of reacting to customer behavior or market changes, you can anticipate them—and act early.

That’s why these companies are pulling ahead. They aren’t just making better decisions—they’re making them before the competition even sees the trend.

What predictive analytics actually means

Predictive analytics uses data from the past to make smart guesses about the future. With machine learning, these guesses improve over time as the system learns what works.

You can use ML models to:

• Forecast demand and adjust stock levels
• Predict customer churn and trigger retention efforts
• Estimate future sales based on seasonality and behavior
• Flag potential fraud or operational risks before they happen

And you don’t need a massive data science team to do this anymore. Many modern platforms come with built-in ML features.

How to get started with predictive analytics

Start with one use case. Don’t try to boil the ocean. Look for a process where small improvements can lead to big gains—like predicting which leads are most likely to convert or which customers might cancel.

Choose a tool that supports your current setup. If you’re already using platforms like Salesforce, HubSpot, or Shopify, check their built-in analytics and AI options.

If you want more customization, tools like Google Cloud’s Vertex AI, Microsoft Azure ML, or Amazon SageMaker can support your team with templates and integrations.

Most importantly, feed your models clean, structured data. The quality of your predictions depends entirely on the quality of your input.

And always connect predictions to action. A great forecast is worthless if your team doesn’t use it to make better decisions.

14. Small businesses experience 30% slower digital transformation due to budget constraints

When money slows down momentum

Small businesses often have the will to modernize—but not always the wallet. That’s why they experience digital transformation at a much slower pace, sometimes falling 30% behind larger competitors in their journey.

It’s not that they don’t understand the value. It’s that every dollar counts, and leaders have to make hard trade-offs: Do we invest in marketing or a new CRM? Do we fix our website or hire one more sales rep?

But the longer you delay, the more ground you lose. The gap widens, and catching up becomes even harder.

The good news: small steps matter

The truth is, you don’t need a huge budget to move forward. What you need is clarity on where digital can give you the highest return.

And you need to focus on small wins that build confidence, prove value, and unlock more resources over time.

Even modest investments in the right places can free up time, boost revenue, and fund the next step in your transformation.

Smart ways to transform without overspending

Here’s how small businesses can overcome budget limits and still move forward:

1. Use low-cost, high-impact tools: Start with free or low-cost platforms like Trello (project management), Mailchimp (marketing), or Zoho CRM. Many of these tools scale as you grow.
2. Automate what you can: Look at your daily tasks—emails, invoicing, follow-ups. Even a $20/month automation tool can save dozens of hours.
3. Use integrations: Instead of buying all-in-one platforms, connect the tools you already use. Zapier, Make, or native integrations can help your tools talk to each other without custom development.
4. Tap into grants and tech funds: Many governments and organizations offer support for small businesses going digital. A little research can unlock funding you didn’t know existed.
5. Outsource wisely: Instead of hiring full-time, find specialists on platforms like Fiverr or Upwork for one-off digital tasks—like building a landing page or optimizing your SEO.
6. Track and prove ROI: Every time you invest in digital, track the return. How much time did you save? How many new leads did you get? Use this data to make your case for the next investment.

Small budgets are real—but they don’t have to mean slow progress. Focus on impact, stack your wins, and grow smarter.

15. 78% of digitally mature organizations have agile development teams

Why agility fuels transformation

In a fast-moving market, rigid processes break. That’s why nearly 8 out of 10 digitally mature companies run agile development teams. They’ve traded long planning cycles for fast iterations, constant feedback, and quick adjustments.

Agile isn’t just a software thing. It’s a mindset—one that values speed, flexibility, and customer input. And it’s become a secret weapon for digital growth.

When your team can ship, test, and learn fast, you avoid waste and build things people actually want.

What agile really looks like

An agile team doesn’t disappear for six months and come back with a finished product. They break work into small chunks (called sprints), meet daily to remove roadblocks, and release updates often.

They involve customers early, test real feedback, and adapt without drama.

Instead of one huge launch, they roll out improvements week by week. That keeps risk low and learning high.

And agile isn’t just for software. It works in marketing, operations, HR—anywhere teams need to collaborate and respond quickly.

How to bring agile into your business

Start with one team or one project. Don’t overhaul your entire organization at once. Choose a goal—like launching a new feature or improving onboarding—and run it using agile principles.

Here’s how:

• Break the work into 2-week sprints: Focus on what can realistically be completed and delivered in that time.
• Hold daily standups: 15-minute check-ins to discuss progress, challenges, and goals.
• Define “done” clearly: Everyone should agree on what counts as complete.
• Gather real user feedback early: Don’t wait until the end to test with users or customers.
• Review and adapt: At the end of each sprint, hold a retrospective. What worked? What didn’t? What will you change next time?

You don’t need to be perfect. Just start. Over time, you’ll build a rhythm, your teams will feel more empowered, and your transformation will move much faster.

16. Only 34% of mid-sized businesses have automated more than half of their business processes

Where manual work eats up progress

Mid-sized companies often get caught in a strange middle ground. They’ve outgrown spreadsheets and sticky notes but haven’t fully embraced automation. That’s why only about a third have automated more than half their operations.

That means most mid-sized businesses are still relying on people to do tasks that software could do faster, cheaper, and with fewer mistakes. The result? Wasted time, stressed-out teams, and slow growth.

Automation doesn’t mean replacing jobs—it means giving your people time to focus on the work that truly matters.

What un-automated businesses look like

You can spot them easily. Data entry is still done by hand. Invoices take days to generate. Leads sit in inboxes. Reports are built in Excel instead of pulled automatically.

These businesses often spend more time moving information around than using it to make decisions.

They also burn out employees by making them do repetitive work that software could handle in seconds.

How to automate more (without disrupting everything)

The good news is, you don’t need to rebuild your business overnight. Start small.

1. Pick one repetitive task: Look for something that happens daily or weekly—like invoice generation, data syncing, or email follow-ups.
2. Use no-code tools: Platforms like Zapier, Make, or Power Automate let you build automations without writing code. Connect tools like Gmail, Google Sheets, Trello, HubSpot, or QuickBooks easily.
3. Automate internal processes: Things like employee onboarding, task assignment, or time tracking are great automation candidates.
4. Measure impact: Track how much time your team saved after automation. Use that data to build support for more projects.
5. Create a culture of automation: Encourage your team to look for opportunities to automate their own work. When everyone feels like they can contribute to making things easier, adoption grows fast.

Automation is no longer optional—it’s the next natural step for any company that wants to scale efficiently.

17. 96% of highly mature enterprises measure digital KPIs at the executive level

What gets measured gets managed

At digitally mature companies, executives don’t just talk about transformation—they track it. Almost all of them (96%) measure digital performance with real KPIs. That means they have hard numbers to guide decisions and drive change.

This isn’t just about IT dashboards. These are business metrics: revenue from digital channels, digital engagement, operational efficiency, speed to market, automation rates, and more.

When leaders are tracking digital KPIs, it shows the organization that digital is a priority—not just a project.

Why executive visibility makes the difference

When execs see weekly or monthly digital reports, they’re more likely to spot opportunities and push for change. They understand how digital affects revenue, customer satisfaction, and cost savings.

And when these numbers are tied to incentives or goals, things move fast.

Companies that don’t track digital KPIs tend to lose focus. Teams work on random digital projects without clear direction. It becomes hard to know what’s working or worth scaling.

How to bring digital KPIs to your leadership team

Start with three simple steps:

1. Choose the right KPIs: Don’t track everything. Pick a few metrics that show whether digital efforts are driving value. Examples include:
   • % of revenue from digital channels
   • Average customer onboarding time
   • Automation rate across departments
   • App or site conversion rates
   • Number of digital support tickets vs phone calls
2. Build a digital dashboard: Use tools like Google Data Studio, Power BI, or Tableau to create live dashboards. These make it easy for execs to check progress anytime.
3. Review KPIs regularly: Set up a monthly digital review. Make it part of your executive meeting agenda. Look at what’s improving, what’s stuck, and where to invest next.

If you’re serious about becoming more digital, leadership has to lead. And that starts with looking at the numbers.

18. Digitally advanced companies see 45% improvement in operational efficiency

Less friction, more flow

One of the biggest benefits of digital maturity is operational efficiency. When you digitize your processes, integrate your tools, and train your teams well, work just… flows.

No chasing down documents. No re-entering data. No confusion about who’s doing what. That’s why digitally advanced companies report a 45% improvement in how efficiently they run.

They get more done with the same number of people—and sometimes, even fewer.

Where the gains come from

Efficiency gains usually show up in these areas:

• Process speed: Digital workflows mean fewer delays and handoffs.
• Error reduction: Automation eliminates manual mistakes.
• Transparency: Real-time dashboards let everyone see what’s happening.
• Collaboration: Teams can work together smoothly across locations and departments.

And it’s not just back-office stuff. Customer-facing operations improve too. Orders are processed faster. Questions get answered quickly. Products ship sooner.

It all adds up to a better business.

How to boost your own operational efficiency

If your team is constantly putting out fires, it’s a sign that your systems aren’t supporting them.

Here’s how to turn that around:

1. Map your core processes: Pick one important function—like billing, onboarding, or support—and map every step. Identify where things slow down or break.
2. Look for bottlenecks: Are people waiting for approvals? Manually entering data twice? Jumping between five tools?
3. Automate or simplify: Use workflow tools (like Monday.com, ClickUp, or Pipefy) to streamline these processes. Eliminate unnecessary steps.
4. Standardize tasks: Create templates, checklists, or SOPs to ensure consistency.
5. Train your team: Efficiency comes from people as much as tools. Invest in training so everyone knows how to use systems well.
6. Measure results: Track how much time it used to take—and how much it takes now. Celebrate wins and reinvest in the next opportunity.

Operational efficiency isn’t just about cutting costs. It’s about unlocking growth, reducing stress, and delivering better value to your customers.

19. 51% of small enterprises lack a clear digital governance framework

What happens when no one’s steering the ship

Governance might not sound exciting, but it’s what keeps digital transformation from turning into digital chaos. Without it, teams use whatever tools they want. Data ends up scattered across platforms. Security risks go unnoticed. And there’s no clear way to measure progress.

That’s why it’s concerning that more than half of small businesses don’t have a digital governance plan in place. Without structure, you end up with duplication, waste, and decisions made in silos.

And when issues pop up—like data breaches, compliance fines, or inconsistent customer experiences—there’s no one clearly responsible.

What digital governance actually means

A digital governance framework is a simple set of rules and responsibilities for how your business uses digital tools and data.

It answers questions like:

• Who decides what tools the company adopts?
• How do we protect our customer data?
• Who owns the website or CRM system?
• How do we ensure all departments follow the same policies?

It doesn’t have to be complicated. It just needs to exist.

How small businesses can build a simple governance model

You don’t need a full compliance department to get started. Here’s how to build a lean, effective governance plan:

1. Assign digital owners: Pick someone to oversee key systems—your website, CRM, email platform, etc. Make sure they’re accountable for how it’s used and maintained.
2. Set usage guidelines: Define which platforms are “official” and how they should be used. Avoid shadow IT—when employees adopt tools without IT or leadership knowing.
3. Create a basic data policy: Explain how customer and internal data must be stored, shared, and protected. This protects you from both mistakes and legal trouble.
4. Track digital tools: Keep a simple list of every digital tool your company uses, who owns it, what it costs, and what it’s used for. This helps avoid waste and overlaps.
5. Review regularly: As your company grows, revisit this framework quarterly. Add or update policies as needed.

Digital governance doesn’t slow you down—it helps you move confidently, knowing you’ve got a system in place.

20. Enterprises with high digital maturity are 3x more likely to attract top talent

Digital is now a hiring advantage

If you’re still thinking of digital maturity as a back-office concern, it’s time to shift your mindset. Because it’s also a magnet for great people. Highly mature enterprises are three times more likely to attract top-tier talent—and that’s no coincidence.

Today’s workforce, especially younger professionals, wants to work at companies that are forward-thinking. They want modern tools, flexible environments, and growth opportunities powered by digital systems.

If your business is stuck in analog mode, the best people will pass you by.

What candidates are really looking for

Top talent cares about more than just salary. They look for:

• Remote-friendly systems and flexible work tools
• Smart, streamlined onboarding experiences
• Learning and development platforms that are digital-first
• Collaboration tools that make their job easier
• Modern branding that reflects an innovative company

When you’re digitally mature, you show that you’re evolving. And that you’ll help your employees evolve too.

That’s powerful.

How to become a talent magnet through digital investment

Start with the employee experience. From application to onboarding, ask yourself: Is it smooth? Is it digital? Is it impressive?

Then, audit your workplace tools. Are people still sending Word docs over email instead of collaborating in the cloud? Is your project management system outdated or nonexistent? These things matter more than you think.

Next, invest in upskilling. Offer online courses, training portals, or access to tools like Coursera, LinkedIn Learning, or internal knowledge hubs.

Finally, make sure your website, job listings, and social profiles reflect your digital maturity. Candidates research you online. What they see should match what you say.

In a tight labor market, your digital maturity could be your best recruiting tool

21. 87% of large firms with mature digital strategies use omnichannel customer support

Customers don’t think in channels—they just want help

Today’s customers expect to get support on their terms. Maybe it’s live chat on your website. Maybe it’s a social media DM. Maybe it’s email, SMS, or a phone call. The channel doesn’t matter—they just want fast, helpful service.

That’s why nearly 9 out of 10 large, digitally mature companies use omnichannel support. It means they’re meeting customers where they are, not forcing them into one path.

And they’re connecting the dots so that conversations feel smooth and unified, not fragmented.

What omnichannel support really looks like

Let’s say a customer sends a message on Instagram, then follows up by email. In an omnichannel setup, your support team can see the full history. They don’t ask the customer to repeat themselves. They pick up where the last conversation ended.

This improves customer satisfaction, speeds up resolution, and builds trust.

Behind the scenes, it means your tools are connected. Your CRM talks to your help desk. Your chat system links to customer records. Your team works from a shared view.

How to build an omnichannel support system

Even if you’re a smaller company, you can build toward omnichannel without breaking the bank.

1. Choose an integrated support platform: Tools like Zendesk, Freshdesk, Intercom, or HubSpot Service Hub let you manage support across multiple channels from one place.
2. Map your most common customer journeys: Where do people usually reach out? Where are the gaps?
3. Unify your data: Make sure support reps can access order history, past tickets, or preferences from one dashboard.
4. Train your team: Omnichannel is only effective when your team knows how to use it. Run training and create playbooks for different channels.
5. Start small: Begin with 2–3 channels (email, chat, social), get the process right, then expand.

Customers don’t think in silos. Your support shouldn’t either. When every touchpoint feels connected, your customers notice—and they stick around longer.

22. 60% of mid-sized firms cite cultural resistance as the top barrier to digital maturity

It’s not the tools—it’s the mindset

You can buy all the software you want, but if your team doesn’t embrace it, nothing changes. That’s why more than half of mid-sized firms say their biggest hurdle isn’t budget or tech—it’s culture.

When people are used to doing things a certain way, new systems feel like a threat. Not just to routines, but sometimes to job security or confidence. This resistance can silently stall your digital progress, no matter how good your strategy looks on paper.

Digital maturity isn’t just a tech upgrade. It’s a people shift.

What cultural resistance looks like

You’ll see it when:

• Teams keep using old tools even after new ones are rolled out
• Managers block automation efforts to “stay in control”
• Employees complain that “this won’t work here”
• Training sessions go unattended
• Digital projects keep getting delayed due to lack of engagement

It’s subtle but powerful—and it holds companies back more than most realize.

How to shift your company culture

Start by listening. Meet with different teams. Ask them how they feel about the changes coming. What do they worry about? What do they hope it might solve?

Next, communicate the “why” behind your digital push. People resist what they don’t understand. Explain how new tools will help them save time, reduce stress, and work smarter—not harder.

Then, make your changes feel collaborative. Involve employees in tool selection, pilot tests, and workflow redesigns. When people feel ownership, resistance fades.

Also, celebrate small wins. When one department succeeds with a digital tool, share that story. Show real results. Create internal champions who others can learn from.

Finally, offer training early and often. Not everyone learns at the same pace. Give your team time, space, and support to grow confident with new systems.

Culture is what makes or breaks transformation. Get that right, and everything else becomes easier.

23. 90% of digitally mature enterprises continuously invest in digital upskilling

Learning isn’t optional anymore

The companies that win in the digital age are the ones that never stop learning. That’s why 90% of digitally mature enterprises are constantly upskilling their workforce—not just once a year, but as a continuous process.

They know technology evolves fast. New tools, new threats, new customer expectations—it’s all changing. And if your team stops learning, your business starts falling behind.

Digital maturity is a moving target. Upskilling keeps you in the game.

What upskilling looks like in action

It’s not just about sending employees to big conferences or signing them up for online courses (though those help). It’s about weaving learning into the daily rhythm of your company.

That means:

• Short, regular training sessions (in-person or virtual)
• Internal knowledge-sharing meetings
• “Lunch and learn” webinars
• Access to on-demand learning platforms
• Time allocated for skill-building each week

It also means tying learning to business outcomes. When people see how new skills help them perform better, they’re more likely to engage.

How to create a digital upskilling program

Start by identifying your gaps. What skills does your team need to succeed with your digital tools or roadmap? Examples might include:

• Data literacy
• Automation basics
• CRM or ERP system usage
• Digital marketing
• Cybersecurity awareness

Then, match those needs with resources. You can use platforms like Coursera, Udemy, LinkedIn Learning, or industry-specific providers.

Make it part of your culture. Talk about learning in performance reviews. Recognize people who take the lead. Provide career paths that reward digital fluency.

And remember: learning doesn’t have to be long or formal. Even a 20-minute video each week can move the needle—especially when it’s targeted and relevant.

If you want a future-ready business, you need future-ready people. Invest in them, and they’ll carry your digital vision forward.

24. Small businesses with mature digital processes grow 3.5x faster

Digital maturity is a growth engine

It’s tempting to think that only big companies benefit from digital transformation. But small businesses can actually gain the most—because they can move faster, adapt quicker, and often implement change with less red tape.

That’s why small businesses that reach digital maturity grow 3.5 times faster than those that don’t. It’s not magic. It’s momentum.

Digital processes streamline operations, improve customer experiences, and unlock new revenue channels—all while keeping costs under control.

What digital maturity looks like for a small business

Here’s what separates mature small businesses from the rest:

• They have a centralized CRM instead of scattered spreadsheets
• They use marketing automation to stay in touch with leads
• Their sales process is tracked and improved with real data
• Their customer support system is connected to their website and email
• Their team collaborates using shared dashboards, not email threads

They don’t just have tools—they use them strategically, and consistently.

How to move toward digital maturity (without complexity)

If you’re a small business, the key is focus and simplicity. You don’t need a dozen tools—you need the right ones.

1. Start with customer-facing processes: Invest in systems that help you attract, close, and retain customers. This could be a CRM like HubSpot, Zoho, or Pipedrive.
2. Automate follow-ups: Use simple automation to remind leads, send invoices, or collect feedback. Even basic email workflows can improve retention.
3. Get a real-time view of your performance: Use tools that show you how sales, marketing, and support are performing each week. Don’t rely on gut instinct.
4. Document your workflows: As your business grows, digital maturity means consistency. Use SOPs, templates, and shared docs to make your systems repeatable.
5. Reinvest savings into growth: Digital tools often save time or reduce overhead. Use that gain to fuel your next stage of growth—ads, outreach, hiring, or training.

You don’t need to do it all at once. But every step you take toward digital maturity puts you in a better position to grow faster and with fewer headaches.

25. 79% of mature enterprises have unified data platforms across business units

Data is your most valuable asset—if it’s connected

In any modern organization, data is being created every second—by your customers, your team, your tools, and your processes. But here’s the catch: if that data lives in silos, it doesn’t help anyone.

That’s why 79% of digitally mature enterprises use unified data platforms. These platforms bring all data—sales, marketing, support, operations—into one place, so leaders can see the full picture, not just one corner of it.

A unified data strategy doesn’t just save time. It drives smarter decisions, faster moves, and tighter collaboration.

What happens when your data is fragmented

Without integration, you run into problems like:

• Duplicate customer records
• Teams working with conflicting numbers
• Missed insights buried in disconnected systems
• Manual data exports just to build a single report

Worse, you can’t create seamless customer experiences. Your support team doesn’t know what marketing sent, your sales team doesn’t see recent complaints, and your leadership is blind to key trends.

How to unify your data—step by step

The first move isn’t technical—it’s strategic. Ask: What are the key data sources we use today? CRM, email platform, ecommerce, website analytics, support software?

Then:

1. Choose a central hub: Use a tool like Segment, Snowflake, Google BigQuery, or even a robust CRM with built-in integration features to act as your data command center.
2. Connect your tools: Most modern platforms offer native integrations or APIs. Use them to pull data from each system into your central hub.
3. Clean your data: Remove duplicates, standardize fields, and fill gaps. Dirty data causes confusion and kills trust.
4. Create shared dashboards: Let every team view and act on the same data. Use tools like Looker, Power BI, or Data Studio.
5. Train your team: Make sure everyone understands how to use data in daily decisions. Build data literacy alongside your tech stack.

Unified data is about alignment. When everyone’s working from the same source of truth, your entire organization moves together—and faster.

26. Enterprises with high digital maturity are 4x more likely to exceed customer expectations

It’s not just about keeping up—it’s about standing out

Today’s customers don’t just want a good experience—they expect an exceptional one. They want fast responses, personalized service, and easy access across channels. And digitally mature companies are four times more likely to deliver on that promise.

Why? Because they have the systems in place to actually listen, adapt, and act quickly.

Exceeding expectations isn’t luck. It’s the outcome of smart, connected, customer-first thinking across every part of your business.

Where mature companies shine

Digitally advanced organizations do things like:

• Use behavioral data to personalize offers and content
• Automate support to be faster without losing the human touch
• Anticipate needs through smart recommendations
• Create seamless experiences from desktop to mobile to in-store
• Collect feedback and act on it rapidly

These aren’t big, dramatic changes. They’re dozens of tiny, well-executed details that add up to “wow.”

How to start exceeding expectations in your business

Step one is to listen better. Use surveys, feedback tools, and even social listening to understand what customers truly want—and where you’re falling short.

Next, focus on responsiveness. Use chatbots, email automations, or customer portals to reduce wait times and improve clarity. Speed is a key factor in satisfaction.

Then, personalize smartly. You don’t need to creep people out. Just use data to tailor messaging, offers, and onboarding. If someone always buys product X, show them more options in that category. If they skipped onboarding steps, send a helpful reminder.

Also, create a consistent experience across every channel. A customer shouldn’t have to repeat themselves if they switch from email to chat. Your systems should follow them, and your team should always be one step ahead.

And finally, measure satisfaction. Use Net Promoter Scores (NPS), customer satisfaction scores (CSAT), or retention metrics to understand how you’re doing—and where to improve.

Customer loyalty isn’t built with one big gesture. It’s earned with dozens of small, intentional moves—powered by digital maturity.

27. 47% of mid-sized enterprises say their digital roadmap lacks clear milestones

A plan without checkpoints is just a wish

Mid-sized businesses are often caught in a tricky phase—they’ve started digital transformation, but they’re not sure how to keep it moving. Nearly half admit their roadmaps don’t have clear milestones.

That’s like starting a cross-country drive without any stops planned or a clear route. You might get there… or you might run out of gas halfway.

Without clear milestones, teams lose focus, projects stall, and executives struggle to see progress or justify further investment.

Why milestones matter so much

Milestones break your big goals into achievable steps. They:

• Keep teams aligned
• Help you track progress and adjust quickly
• Create momentum by celebrating wins
• Justify budgets and support with real results
• Reduce the risk of wasted effort on low-impact work

Even small wins—like automating one process or integrating one system—can become stepping stones toward bigger change.

How to create a milestone-driven digital roadmap

Start by revisiting your digital vision. What’s your big-picture goal? Become fully paperless? Deliver same-day shipping? Launch a self-service portal?

Now, break that into quarterly (or even monthly) goals. For each milestone, define:

• The objective (what will be done)
• The owner (who is responsible)
• The timeline (when it’ll be completed)
• The outcome (how you’ll know it worked)

For example:

Milestone 1: Implement a CRM system for the sales team
Owner: Head of Sales
Timeline: End of Q2
Outcome: 100% of leads tracked in one system by July

Build 4–6 of these to start. Review progress monthly. Adjust when needed.

Digital transformation doesn’t have to feel overwhelming. With clear milestones, your team always knows what’s next—and how to win.

28. 88% of digitally mature firms adopt design thinking in product development

Why empathy drives better digital outcomes

Design thinking isn’t just for designers. It’s a way of solving problems that puts people at the center—understanding what customers really need and designing around that. That’s why nearly 9 out of 10 digitally mature firms rely on design thinking when building new products or services.

It’s not about aesthetics. It’s about deeply understanding users, prototyping fast, and iterating until the solution fits like a glove.

This approach leads to better products, happier customers, and fewer costly mistakes.

What design thinking actually looks like

Design thinking follows five simple stages:

1. Empathize: Talk to real users. Observe how they work. Listen for frustrations.
2. Define: Clearly state the problem you’re solving—not just for your business, but for the user.
3. Ideate: Brainstorm solutions. Explore multiple paths before settling on one.
4. Prototype: Build a basic version quickly. Don’t wait to perfect it.
5. Test: Put it in users’ hands. Watch what works. Learn. Improve.

Digitally mature companies run through this cycle quickly—sometimes in days, not months. And they repeat it until they’ve built something that feels natural to use.

How to bring design thinking into your business

You don’t need a full UX team to start. Here’s how to apply design thinking in your next digital project:

• Start with real users: Before writing a line of code or launching a campaign, talk to the people you’re trying to help. Ask: What’s hard? What do they wish existed?
• Map their journey: Use a simple customer journey map to understand pain points and opportunities.
• Sketch low-tech solutions: Even a hand-drawn wireframe can bring an idea to life. Don’t over-invest in building before testing.
• Test fast, fail fast: Get a prototype in front of users early. Feedback now saves money later.
• Collaborate across functions: Involve sales, support, marketing, and product. Each sees the user from a different angle—and together, they’ll design better.

Design thinking turns digital tools into human solutions. That’s what makes them stick.

29. 92% of enterprises with high maturity levels conduct regular digital audits

Audit isn’t a dirty word—it’s your digital compass

Most people hear “audit” and think of finance or compliance. But in the digital world, auditing means something more practical: taking a hard look at your systems, tools, and workflows to find what’s working—and what’s slowing you down.

That’s why 92% of highly mature enterprises run regular digital audits. They treat digital like any other part of the business. It’s not “set it and forget it”—it’s “test, adjust, improve.”

A digital audit helps you clean house, uncover gaps, and re-focus resources where they’ll matter most.

What a digital audit includes

It’s more than just checking software licenses. A real digital audit looks at:

• Tool usage: Are you paying for tools that aren’t being used?
• Integration health: Are your systems still working well together?
• Security: Are access controls, backups, and updates in place?
• Performance: Are key systems fast, stable, and scalable?
• Adoption: Are your employees using the tools properly—or working around them?
• ROI: Are you seeing a return on your digital investments?

Audits help you spot opportunities to consolidate tools, improve workflows, or invest in training.

How to run your own digital audit

Start with an inventory. List every tool, platform, and app your business uses. Include who owns it, what it costs, what it’s for, and how often it’s used.

Then:

1. Interview users: Ask employees what they love, hate, or avoid about the tools they use.
2. Check for overlap: Are you using three different platforms for the same task? Time to consolidate.
3. Look at performance: Are systems running slow? Crashing? Missing updates? Flag them.
4. Evaluate ROI: What results have each major tool delivered in the past 12 months?
5. Prioritize fixes: Pick 3–5 changes that will deliver immediate impact—like training, cancellations, or integrations.

Schedule these audits at least twice a year. Build them into your digital strategy, not as an afterthought, but as a habit.

Digital maturity means never standing still. Regular audits help you stay sharp and stay ahead.

30. Digitally advanced companies are 2.8x more resilient during economic downturns

When things get tough, digital keeps you moving

Uncertainty is part of business. But not every company weathers the storm the same way. Digitally advanced firms—those with strong systems, clear data, and agile teams—are nearly three times more resilient in tough times.

They pivot faster. Cut waste intelligently. Serve customers consistently. And often, they come out stronger on the other side.

Because when the world shifts, digital maturity becomes your safety net—and your growth engine.

Why digital resilience matters

In a downturn, businesses need to:

• Reduce costs without killing productivity
• Maintain (or grow) customer loyalty
• Adapt quickly to new market needs
• Make faster, better-informed decisions

Digitally mature companies are built for this. They have real-time data to guide cuts. Automation to do more with less. Cloud systems that scale down when needed. And teams trained to move fast, not freeze.

This combination helps them avoid panic—and act with purpose.

How to build resilience before you need it

Start by asking: If revenue dropped by 20% tomorrow, how would we respond?

Then:

1. Automate repetitive tasks now: Free up your team to focus on strategy, not survival.
2. Use real-time dashboards: Make faster decisions when things change. Don’t wait for monthly reports.
3. Diversify channels: Sell in more than one place—online, wholesale, subscriptions—so one dip doesn’t sink the ship.
4. Invest in cross-training: Build teams that can shift roles when needed. Digital maturity includes flexibility.
5. Strengthen customer relationships: Use digital tools to stay close to customers, even during hard times. Loyalty becomes your best asset.
6. Audit your stack for waste: Cut non-essential tools before you’re forced to.

Resilience isn’t about being indestructible. It’s about bouncing back quickly—and digital maturity makes that possible.

Conclusion

Now that you’ve seen 30 digital maturity benchmarks, you probably recognize where your business is doing well—and where there’s room to grow. The key takeaway? You don’t have to be a tech giant to make meaningful progress.