Article: article from journal or magazin.
Using a Digital Services Capability Model to Assess Readiness for the Digital Consumer
MIS Quarterly Executive
New digital services in consumer-facing organizations offer novel value propositions, closer consumer relationships and higher automation of consumer-facing processes. But transforming to fully digital services requires an organization to acquire specific capabilities. This article presents a digital services capability model that allows an organization to assess its current capabilities and identify gaps. Two in-depth case studies demonstrate the application of the model and show how it identifies the capa- bilities in urgent need of improvement. Our recommendations are built around four scenarios for using the model.
digital services, capability model, digital transformation
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