Is your digital transformation journey on the right track?

Is your digital transformation journey on the right track?

The coronavirus pandemic was a shock to the system for all businesses. While some firms saw their revenues dwindle to nothing as the world locked down, those businesses with the facility to continue operations from home had to face up to the realisation that they weren’t necessarily as prepared as they could be for remote working.

Usage figures for Microsoft Teams paint as good a picture as any of the dramatic and immediate shift to digital, as businesses made their attempts to stay operational. In April, Microsoft recorded more than 200 million Teams meeting participants in a single day, generating more than 4.1 billion meeting minutes. Teams now has more than 75 million daily active users; up from 12 million at the start of the year.

This new, somewhat enforced way of working is likely to accelerate a drive towards digital. A Gartner survey of company leaders, conducted in June, revealed 82% of respondents intend to permit remote working some of the time as employees return to the workplace.

But, before any business launches into a digital drive, it needs to get the lie of the land.

Assessing customer communications maturity levels

The pandemic will have no doubt shone a light on the maturity of your customer communications. Now it’s time to formalise lots of what you might already know by carrying out a thorough assessment of your maturity levels, to reveal exactly where you are in your digital transformation journey.

At Paragon, we’ve developed a maturity model to help you assess not only where you are, but where you want to get to:


While every business should be aiming for Level 5, it’s important to recognise that the destination is different depending on factors including the industry you operate in and the expectations of your customers.

Alignment with business strategy

The maturity model is there to not only assess the current state of play but help you reflect on whether you’re focusing your current efforts in the right areas, according to business objectives and strategy.

With 70% of businesses reporting that their digital transformation initiatives don’t reach their goals, it’s imperative that you regularly sit down and consider what you’re trying to achieve and whether you’re on course.

In our experience, businesses can veer off-track when they try to make too big a step-change at once. This might be because they haven’t accessed their maturity level before commencing their digital transformation initiative or because the technology they’re trying to implement is not aligned with their business.

At Paragon, we take a step-by-step approach. As part of our initial discovery meetings with a new client, we take the time to get to know their entire business – from their customer base through to their business processes.

Our One Platform solution is adaptive and can be implemented to suit your individual business, whether you sit at Level 1 on the maturity model or Level 4. The technology stack can levelled-up over time, with a view to reaching Level 5 on an agreed/flexible timescale.

Take the first step to making customer communications anywhere, anytime, via any channel and in any language a reality. To find out more about Paragon’s One Platform solution....


David Taylor


David Taylor
Executive Director