Digital Sales and Service Maturity Model

This report presents the Digital Sales and Service Maturity Model, developed in collaboration with the Emerald Research Group and sponsored by Alkami Technology. It assesses the varying levels of digital maturity among financial institutions, categorizing them based on their readiness and implementation of digital strategies. The research reveals a diverse landscape, illustrating differences between institutions that are digitally emerging and those that are advanced. Insights from the report indicate that digitally advanced organizations experienced significantly higher revenue growth compared to their less advanced counterparts. The document discusses the importance of cultivating an innovation mindset, leveraging data-driven decisions, and the necessity for financial institutions to transition from a primarily service-oriented digital banking channel to one that also emphasizes sales. The report aims to guide institutions in evaluating their current digital capabilities and determining pathways for improvement in order to meet evolving customer expectations and remain competitive in the market.