Chapter 10 transforming LegaCy Banking appLiCations to Banking experienCe pLatforms Table 10-1. (continued) Category Beginner-Level Moderate-Level Leading-Level Digital Maturity Digital Maturity Digital Maturity Leadership • Digital strategy • partially • Well-defined and fully supported digital not defined defined digital strategy with tracking metrics and • Leadership strategy kpis. main kpis are customer lifetime has not fully applicable only value, repeat transaction rate, customer understood the for specific satisfaction index, customer engagement potential of digital initiatives and score, customer wallet share, employee technologies departments engagement score, and growth rate. and digital value • Digital value proposition is fully defined proposition. and tied to digital technologies and • minimal support overall digital strategy. and sponsorship • heavy usage of data-driven decision for digital making with the help of digital technologies programs • Clear strategy for build, buy, or collaborate for developing needed capabilities governance • absence or • governance • Well-defined roles and responsibilities minimal monitoring processes for implementing digital strategy and governing are defined • fully defined processes for change processes for specific management and business continuity • roles and programs. • monitoring infrastructure to assess the responsibilities • Limited effectiveness of digital strategy to implement documentation • all policies, processes are fully digital strategy not of governance documented in a centralized knowledge defined. processes and base and used for self-learning and • processes policies training. for change management, business continuity not defined. • Business processes not fully documented. (continued) 283