Unified Commerce Maturity Model¶
ASF-001 — Score your organisation's Unified Commerce maturity across 24 capabilities.
Maturity Scale¶
| Level | Label | Definition |
|---|---|---|
| ⬜ 0 | Absent | Capability does not exist. |
| 🟥 1 | Ad hoc | Single channel, manual, inconsistent. |
| 🟧 2 | Fragmented | Multi-system, partial automation, not unified. |
| 🟨 3 | Integrated | Cross-channel, automated, consistently applied. |
| 🟩 4 | Optimised | Real-time, data-driven, continuously improving. |
Importance¶
| Value | Meaning |
|---|---|
| critical | Blocking for basic UC operations. Gaps here prevent launch. |
| high | Significant impact on CX and operational efficiency. |
| medium | Valuable for differentiation but not blocking. |
| low | Enhances maturity but marginal impact at early stages. |
Capability Matrix¶
| Capability | Name | Importance | Dependencies |
|---|---|---|---|
basket-management |
Basket Management | critical | customer-identity, pricing, promotions |
checkout |
Checkout | critical | basket-management, payment-processing, inventory-reservation |
customer-identity |
Customer Identity | critical | — |
fulfillment-execution |
Fulfillment Execution | critical | order-orchestration, inventory-allocation |
inventory-reservation |
Inventory Reservation | critical | inventory-visibility |
inventory-visibility |
Inventory Visibility | critical | — |
order-management |
Order Management | critical | customer-identity, basket-management, payment-processing |
order-orchestration |
Order Orchestration | critical | order-management, inventory-visibility, inventory-reservation |
payment-processing |
Payment Processing | critical | order-management |
pricing |
Pricing | critical | catalogue-management, customer-segmentation |
automated-item-identification |
Automated Item Identification | high | inventory-visibility |
catalogue-management |
Catalogue Management | high | — |
channel-management |
Channel Management | high | catalogue-management |
customer-consent |
Customer Consent | high | customer-identity |
customer-profile |
Customer Profile | high | customer-identity |
decision-intelligence |
Decision Intelligence | high | customer-consent |
guided-selling |
Guided Selling | high | customer-profile, clienteling, inventory-visibility |
inventory-allocation |
Inventory Allocation | high | inventory-reservation, order-orchestration |
loss-prevention |
Loss Prevention | high | automated-item-identification, checkout |
loyalty |
Loyalty | high | customer-identity, promotions, order-management |
promotions |
Promotions | high | pricing, customer-segmentation, basket-management |
returns-management |
Returns Management | high | order-management, fulfillment-execution, payment-processing |
service-order-management |
Service Order Management | high | order-management, customer-profile |
store-inventory |
Store Inventory | high | inventory-visibility |
store-operations |
Store Operations | high | inventory-visibility, order-management, fulfillment-execution |
clienteling |
Clienteling | medium | customer-identity, customer-profile |
customer-segmentation |
Customer Segmentation | medium | customer-identity, customer-profile |
exchange-management |
Exchange Management | medium | returns-management, inventory-visibility, basket-management |
retail-media-management |
Retail Media Management | medium | customer-consent, customer-segmentation, promotions |
subscription-management |
Subscription Management | medium | basket-management, checkout, order-management, payment-processing |
voucher-management |
Voucher Management | medium | promotions, payment-processing |
loyalty-management |
Loyalty Management | low | loyalty |
social-intelligence |
Social Intelligence | low | customer-consent |
Commerce Domain¶
basket-management — Basket Management critical¶
| Level | Label | Description |
|---|---|---|
| ⬜ 0 | Absent | No basket capability. Transactions are immediate without cart. |
| 🟥 1 | Ad hoc | Basket exists in one channel only. Session-based, not persisted. |
| 🟧 2 | Fragmented | Basket persisted per channel. No cross-channel basket sharing. |
| 🟨 3 | Integrated | Unified basket shared across all authenticated sessions and channels. Real-time pricing. |
| 🟩 4 | Optimised | Intelligent basket with cross-sell/upsell recommendations, saved-for-later and abandoned basket recovery. |
Assessment Questions:
- Can a customer start a basket on mobile and complete purchase on desktop?
- Is the basket shared between authenticated sessions across devices?
- Is pricing calculated in real-time within the basket?
checkout — Checkout critical¶
| Level | Label | Description |
|---|---|---|
| ⬜ 0 | Absent | No structured checkout process. Manual order entry. |
| 🟥 1 | Ad hoc | Checkout exists in one channel with limited payment options. |
| 🟧 2 | Fragmented | Separate checkout flows per channel with inconsistent payment methods. |
| 🟨 3 | Integrated | Unified checkout experience across all channels. Inventory reserved atomically. Multi-tender supported. |
| 🟩 4 | Optimised | One-click checkout with biometric auth. Frictionless experience. AI fraud detection. Real-time inventory. |
Assessment Questions:
- Can a customer complete checkout in under 60 seconds?
- Is checkout consistent (same flow, same payment options) across all channels?
- Is inventory reserved atomically during checkout to prevent overselling?
catalogue-management — Catalogue Management high¶
| Level | Label | Description |
|---|---|---|
| ⬜ 0 | Absent | No centralised catalogue. Product data managed separately per channel. |
| 🟥 1 | Ad hoc | Master catalogue exists but feeds only one channel. Manual export for others. |
| 🟧 2 | Fragmented | Catalogue feeds multiple channels but with manual enrichment per channel. |
| 🟨 3 | Integrated | Single catalogue publishes to all channels. Channel-specific rules applied automatically. |
| 🟩 4 | Optimised | AI-assisted product enrichment. Real-time publication with digital asset management integration. |
Assessment Questions:
- Is there a single master catalogue that feeds all channels?
- Can you publish channel-specific pricing and availability from one source?
- How long does it take to publish a new product to all channels?
channel-management — Channel Management high¶
| Level | Label | Description |
|---|---|---|
| ⬜ 0 | Absent | Channels are managed in complete isolation. No central channel control. |
| 🟥 1 | Ad hoc | Channels onboarded manually. No central configuration. |
| 🟧 2 | Fragmented | Channel management exists but requires per-system configuration for each change. |
| 🟨 3 | Integrated | Centralised channel management. Pricing, availability and content configured centrally. |
| 🟩 4 | Optimised | Dynamic channel activation with A/B testing, channel-level analytics and automated performance optimisation. |
Assessment Questions:
- Can you activate and configure a new channel in less than one day?
- Is channel-specific pricing and availability managed centrally?
- Do all channels have consistent product availability visibility?
subscription-management — Subscription Management medium¶
| Level | Label | Description |
|---|---|---|
| ⬜ 0 | Absent | No subscription capability. All purchases are one-off transactions. |
| 🟥 1 | Ad hoc | Subscriptions exist but are managed manually by customer service. |
| 🟧 2 | Fragmented | Self-service subscription creation available but management options are limited. |
| 🟨 3 | Integrated | Full self-service subscription lifecycle. Automatic renewal. Cross-channel management. |
| 🟩 4 | Optimised | AI-optimised subscription recommendations. Dynamic frequency adjustment. Predictive churn prevention. |
Assessment Questions:
- Can customers create, pause and cancel subscriptions without contacting support?
- Are recurring orders generated automatically at the correct frequency?
- Can customers manage their subscription (skip, modify frequency) from any channel?
Customer Domain¶
customer-identity — Customer Identity critical¶
| Level | Label | Description |
|---|---|---|
| ⬜ 0 | Absent | No customer identity system. Transactions are anonymous. |
| 🟥 1 | Ad hoc | Customer registration exists in one channel only. No cross-channel resolution. |
| 🟧 2 | Fragmented | Customer records exist in multiple systems (eComm CRM, POS CRM). Manual deduplication. |
| 🟨 3 | Integrated | Unified customer ID across all channels. Automated deduplication and cross-channel resolution. |
| 🟩 4 | Optimised | Real-time identity resolution with probabilistic matching and ML deduplication. Single view of customer. |
Assessment Questions:
- Can you identify the same customer across all channels (web, mobile, store)?
- Do you have a single customer ID that persists across all touchpoints?
- Can you resolve duplicate customer records automatically?
customer-profile — Customer Profile high¶
| Level | Label | Description |
|---|---|---|
| ⬜ 0 | Absent | No customer profile management. Each transaction is standalone. |
| 🟥 1 | Ad hoc | Basic profile in one channel. Purchase history limited to that channel. |
| 🟧 2 | Fragmented | Profiles exist per channel. Manual synchronisation between systems. |
| 🟨 3 | Integrated | Unified profile accessible across all channels. Preferences and history consolidated. |
| 🟩 4 | Optimised | AI-enriched profile with behavioural predictions, next-best-action and real-time updates. |
Assessment Questions:
- Can store associates access a customer's online purchase history?
- Can online channels access a customer's in-store preferences?
- Is the customer profile updated in real-time across all channels?
customer-consent — Customer Consent high¶
| Level | Label | Description |
|---|---|---|
| ⬜ 0 | Absent | No formal consent management. Regulatory non-compliant. |
| 🟥 1 | Ad hoc | Consent captured at registration but not enforced. Single-channel only. |
| 🟧 2 | Fragmented | Consent captured per channel. No unified consent record. Manual enforcement. |
| 🟨 3 | Integrated | Unified consent record per customer. Automatically enforced across channels. |
| 🟩 4 | Optimised | Granular consent preferences per channel and purpose. Real-time propagation and audit trail. |
Assessment Questions:
- Is consent captured and stored for all marketing channels (email, SMS, push)?
- Can you demonstrate consent status for any customer at any point in time?
- Is consent enforced automatically across all communication channels?
customer-segmentation — Customer Segmentation medium¶
| Level | Label | Description |
|---|---|---|
| ⬜ 0 | Absent | No customer segmentation. All customers receive the same communications. |
| 🟥 1 | Ad hoc | Static segments defined manually (e.g. loyalty tier). Updated monthly or less. |
| 🟧 2 | Fragmented | Rule-based segmentation in one channel. Not shared across systems. |
| 🟨 3 | Integrated | Dynamic segments updated regularly. Applied consistently across channels for promotions and communication. |
| 🟩 4 | Optimised | ML-driven micro-segmentation updated in real-time. Feeds personalisation and next-best-action engines. |
Assessment Questions:
- Can you dynamically segment customers based on real-time behaviour?
- Are segments used to personalise offers in all channels?
- How quickly do segments update when customer behaviour changes?
clienteling — Clienteling medium¶
| Level | Label | Description |
|---|---|---|
| ⬜ 0 | Absent | No clienteling capability. Store associates have no customer context. |
| 🟥 1 | Ad hoc | Associates can look up basic customer information manually in a CRM. |
| 🟧 2 | Fragmented | Client book exists but is not integrated with eCommerce or order history. |
| 🟨 3 | Integrated | Associates have full cross-channel customer view including online behaviour. Interactions recorded. |
| 🟩 4 | Optimised | AI-assisted clienteling with next-best-action recommendations and automated follow-up workflows. |
Assessment Questions:
- Can store associates see a customer's online wishlist and basket?
- Can in-store interactions be recorded and surfaced to other channels?
- Do store associates receive AI-assisted recommendations during client interactions?
guided-selling — Guided Selling high¶
| Level | Label | Description |
|---|---|---|
| ⬜ 0 | Absent | No guided selling support exists for associates. |
| 🟥 1 | Ad hoc | Associates use static product information and manual advice. |
| 🟧 2 | Fragmented | Recommendations exist in isolated channels or product categories. |
| 🟨 3 | Integrated | Associates receive explainable, context-aware recommendations across priority journeys. |
| 🟩 4 | Optimised | Guided selling continuously improves from governed outcomes and associate feedback. |
Assessment Questions:
- Can associates review and explain product recommendations with current availability and customer context?
decision-intelligence — Decision Intelligence high¶
| Level | Label | Description |
|---|---|---|
| ⬜ 0 | Absent | No governed decision intelligence is used in commerce workflows. |
| 🟥 1 | Ad hoc | Recommendations are produced without consistent policy or audit records. |
| 🟧 2 | Fragmented | Some decisions record confidence or approval but lack complete traceability. |
| 🟨 3 | Integrated | Material decisions are policy-governed, auditable, and overrideable across priority workflows. |
| 🟩 4 | Optimised | Decision controls are continuously monitored for quality, fairness, and operational outcomes. |
Assessment Questions:
- Are material automated decisions recorded with evidence, policy, accountable authority, and override outcome?
social-intelligence — Social Intelligence low¶
| Level | Label | Description |
|---|---|---|
| ⬜ 0 | Absent | No structured social or feedback insight capability exists. |
| 🟥 1 | Ad hoc | Teams review feedback manually without governed source or purpose metadata. |
| 🟧 2 | Fragmented | Feedback analytics exists in isolated tools with partial governance. |
| 🟨 3 | Integrated | Consent-aware aggregated insights are available for approved customer experience purposes. |
| 🟩 4 | Optimised | Insights update continuously with transparent provenance, retention, and impact measurement. |
Assessment Questions:
- Are feedback and social insights purpose-bound, consent-aware, and separated from the customer master record?
Fulfillment Domain¶
fulfillment-execution — Fulfillment Execution critical¶
| Level | Label | Description |
|---|---|---|
| ⬜ 0 | Absent | Single fulfilment location. Manual pick-pack-ship process. |
| 🟥 1 | Ad hoc | Structured fulfilment workflow in warehouse only. No store fulfilment. |
| 🟧 2 | Fragmented | Multiple fulfilment nodes but operated independently with manual coordination. |
| 🟨 3 | Integrated | Unified fulfilment execution across all nodes. Automated picking workflows. Real-time tracking. |
| 🟩 4 | Optimised | Autonomous fulfilment with robotics integration. Predictive SLA management. Carbon-optimised. |
Assessment Questions:
- Can you fulfil an order from any location (warehouse, store, supplier)?
- Is the end-to-end fulfilment workflow automated from pick to dispatch?
- Can customers track their order in real-time?
returns-management — Returns Management high¶
| Level | Label | Description |
|---|---|---|
| ⬜ 0 | Absent | Returns only accepted at point of purchase. No cross-channel returns. |
| 🟥 1 | Ad hoc | Returns accepted in the channel of purchase only. Manual refund process. |
| 🟧 2 | Fragmented | Cross-channel returns possible but require manual intervention. Refunds take > 3 days. |
| 🟨 3 | Integrated | Any-channel returns. Automated refund trigger on return acceptance. Same-day refund processing. |
| 🟩 4 | Optimised | Predictive returns management. AI-assisted return reason classification. Instant refund options. |
Assessment Questions:
- Can a customer return an online order in any store?
- Is the refund processed automatically when a return is accepted?
- Do you track return reasons to inform product and process improvement?
exchange-management — Exchange Management medium¶
| Level | Label | Description |
|---|---|---|
| ⬜ 0 | Absent | No formal exchange process. Customers must return and repurchase separately. |
| 🟥 1 | Ad hoc | Exchanges handled manually. Single channel only. |
| 🟧 2 | Fragmented | Exchange process exists but requires multiple system interactions. |
| 🟨 3 | Integrated | Unified exchange as a single transaction. Inventory reserved at initiation. Cross-channel. |
| 🟩 4 | Optimised | Proactive exchange offers based on AI return prediction. Frictionless mobile exchange initiation. |
Assessment Questions:
- Can a customer exchange an item in any channel regardless of purchase channel?
- Is the exchange treated as a single transaction (return + repurchase)?
- Is inventory checked and reserved at the point of exchange initiation?
service-order-management — Service Order Management high¶
| Level | Label | Description |
|---|---|---|
| ⬜ 0 | Absent | Service and repair commitments are not managed in the commerce model. |
| 🟥 1 | Ad hoc | Service is tracked manually outside customer order history. |
| 🟧 2 | Fragmented | Service orders exist but scheduling and customer visibility are fragmented. |
| 🟨 3 | Integrated | Service commitments are linked to orders, scheduled, completed, and visible across channels. |
| 🟩 4 | Optimised | Service capacity and outcomes are proactively optimised using governed operational insights. |
Assessment Questions:
- Can customers and associates create, schedule, and track repair or service commitments alongside the original order?
Inventory Domain¶
inventory-visibility — Inventory Visibility critical¶
| Level | Label | Description |
|---|---|---|
| ⬜ 0 | Absent | No real-time inventory visibility. Stock counts done periodically. |
| 🟥 1 | Ad hoc | Inventory visible in one location or channel only. |
| 🟧 2 | Fragmented | Inventory visible per location but not aggregated. Latency > 1 hour. |
| 🟨 3 | Integrated | Near-real-time inventory across all locations visible to all channels. ATP calculated. |
| 🟩 4 | Optimised | Real-time inventory with predictive availability. Safety stock AI-optimised. Network-level visibility. |
Assessment Questions:
- Can you see available inventory across all locations in real-time?
- Is inventory visible to customers at the channel level (e.g. available at my store)?
- How long does it take for an inventory movement to be reflected system-wide?
inventory-reservation — Inventory Reservation critical¶
| Level | Label | Description |
|---|---|---|
| ⬜ 0 | Absent | No inventory reservation. Overselling is common. |
| 🟥 1 | Ad hoc | Inventory decremented only at order confirmation. Race conditions possible. |
| 🟧 2 | Fragmented | Reservation exists at checkout but not across all channels consistently. |
| 🟨 3 | Integrated | Atomic reservation at checkout across all channels. Auto-expiry of stale reservations. |
| 🟩 4 | Optimised | Predictive reservation with demand-sensing. Dynamic reservation windows based on conversion rate. |
Assessment Questions:
- Is inventory reserved immediately when a customer initiates checkout?
- Are reservations automatically released if checkout is not completed?
- Can you see total reserved quantity per SKU across all channels?
inventory-allocation — Inventory Allocation high¶
| Level | Label | Description |
|---|---|---|
| ⬜ 0 | Absent | No inventory allocation. Physical stock picked on first-come basis. |
| 🟥 1 | Ad hoc | Manual allocation done by warehouse staff. |
| 🟧 2 | Fragmented | Allocation exists but not integrated with fulfilment execution. |
| 🟨 3 | Integrated | Automated allocation on order confirmation. Tracks allocated/reserved/available separately. |
| 🟩 4 | Optimised | ML-optimised allocation across fulfilment network. Dynamic reallocation on exception. |
Assessment Questions:
- Is inventory allocated to specific fulfilment orders immediately after order confirmation?
- Can you track allocated vs available vs reserved inventory separately?
- Is allocation released automatically if an order is cancelled?
store-inventory — Store Inventory high¶
| Level | Label | Description |
|---|---|---|
| ⬜ 0 | Absent | Store inventory managed manually with spreadsheets or paper-based systems. |
| 🟥 1 | Ad hoc | Store inventory exists in a POS system but is isolated from other channels. |
| 🟧 2 | Fragmented | Store inventory feeds online availability but with significant latency. |
| 🟨 3 | Integrated | Real-time store inventory visible across all channels. Mobile inventory management for staff. |
| 🟩 4 | Optimised | AI-driven store replenishment. Predictive low-stock alerts. Autonomous inventory counting. |
Assessment Questions:
- Can store staff see and update inventory in real-time from a mobile device?
- Is click-and-collect availability based on real-time store stock?
- Are store inventory adjustments immediately visible to online channels?
automated-item-identification — Automated Item Identification high¶
| Level | Label | Description |
|---|---|---|
| ⬜ 0 | Absent | Item identification is entirely manual or unavailable at key touchpoints. |
| 🟥 1 | Ad hoc | Barcode identification is present but isolated from unified inventory context. |
| 🟧 2 | Fragmented | Multiple identification methods exist but evidence is not consistently integrated. |
| 🟨 3 | Integrated | Approved item identification evidence updates priority store and checkout workflows in near real time. |
| 🟩 4 | Optimised | Identification accuracy is continuously measured and optimised across approved hardware methods. |
Assessment Questions:
- Can retail touchpoints resolve items and surface identification anomalies with measured accuracy?
Loyalty Domain¶
loyalty — Loyalty high¶
| Level | Label | Description |
|---|---|---|
| ⬜ 0 | Absent | No loyalty programme. |
| 🟥 1 | Ad hoc | Loyalty programme exists but is single-channel (online or in-store only). |
| 🟧 2 | Fragmented | Loyalty exists in multiple channels but points are reconciled overnight. In-store redemption manual. |
| 🟨 3 | Integrated | Unified loyalty. Points earned and redeemed in all channels in real-time. Visible at POS. |
| 🟩 4 | Optimised | AI-personalised loyalty with gamification, tiered experiences and predictive churn prevention. |
Assessment Questions:
- Do customers earn and redeem points in every channel?
- Is the loyalty account balance updated in real-time after a purchase?
- Are loyalty benefits visible to the customer and associate at point of sale?
loyalty-management — Loyalty Management low¶
| Level | Label | Description |
|---|---|---|
| ⬜ 0 | Absent | No loyalty programme or management capability. |
| 🟥 1 | Ad hoc | Loyalty rules configured by IT. Tier changes require development effort. |
| 🟧 2 | Fragmented | Loyalty tiers and accrual rules configurable by business users. Some manual steps. |
| 🟨 3 | Integrated | Self-service loyalty management: tiers, earn rules, catalogue, and member lifecycle all configurable. |
| 🟩 4 | Optimised | Real-time loyalty simulation, A/B testing of programme structures, ML-driven tier optimisation. |
Assessment Questions:
- Are loyalty tier rules and accrual policies managed without IT involvement?
- Is the loyalty catalogue (rewards, experiences) managed by merchandising teams?
- Can the loyalty programme structure be changed without a deployment?
Order Domain¶
order-management — Order Management critical¶
| Level | Label | Description |
|---|---|---|
| ⬜ 0 | Absent | No centralised order management. Orders managed per channel. |
| 🟥 1 | Ad hoc | OMS exists for one channel only. Other channels use separate systems. |
| 🟧 2 | Fragmented | Multiple OMS instances or order data aggregated manually. |
| 🟨 3 | Integrated | Single OMS handles all channels. Unified order history visible to customer and associate. |
| 🟩 4 | Optimised | Real-time order visibility. AI-driven order modification and exception management. |
Assessment Questions:
- Do you have a single order management system across all channels?
- Can customers view all their orders (online and in-store) in one place?
- Can you modify an order after it has been placed?
order-orchestration — Order Orchestration critical¶
| Level | Label | Description |
|---|---|---|
| ⬜ 0 | Absent | No order routing. All orders fulfilled from one fixed location. |
| 🟥 1 | Ad hoc | Manual routing decisions made by operations team. |
| 🟧 2 | Fragmented | Basic routing rules (e.g. ship from nearest warehouse). No real-time inventory awareness. |
| 🟨 3 | Integrated | Automated routing considering inventory, distance and SLA. Split orders supported. |
| 🟩 4 | Optimised | ML-optimised routing with cost/carbon/SLA trade-off. Dynamic re-routing on exception. |
Assessment Questions:
- Can you route an order to the optimal fulfilment node automatically?
- Do you consider cost, distance, stock level and SLA when routing?
- Can you split a single order across multiple fulfilment nodes?
Payment Domain¶
payment-processing — Payment Processing critical¶
| Level | Label | Description |
|---|---|---|
| ⬜ 0 | Absent | Payment processing per channel with no shared infrastructure. |
| 🟥 1 | Ad hoc | Centralised payment gateway for one channel. Others use separate acquirers. |
| 🟧 2 | Fragmented | Payment hub exists but does not serve all channels. No cross-channel stored payments. |
| 🟨 3 | Integrated | Unified payment hub. Same payment methods available in all channels. Cross-channel stored tokens. |
| 🟩 4 | Optimised | Frictionless payment with biometrics and contextual payment method recommendation. Full PCI DSS Level 1. |
Assessment Questions:
- Are the same payment methods available in all channels?
- Can a customer pay with a stored payment method from any channel?
- Is payment tokenised and PCI-compliant across all touchpoints?
Pricing Domain¶
pricing — Pricing critical¶
| Level | Label | Description |
|---|---|---|
| ⬜ 0 | Absent | Pricing managed per channel with no synchronisation. Frequent inconsistencies. |
| 🟥 1 | Ad hoc | Centralised price list but applied manually to each channel. |
| 🟧 2 | Fragmented | Centralised pricing with partial automation. Segment pricing in one channel only. |
| 🟨 3 | Integrated | Unified pricing engine. Consistent application across all channels. Segment and tier pricing. |
| 🟩 4 | Optimised | Dynamic pricing with demand-sensing. AI-optimised margin management. Real-time competitive pricing. |
Assessment Questions:
- Is the same pricing rule applied consistently across all channels?
- Can you apply customer-specific or segment-specific pricing?
- Can you activate a price change across all channels in under 1 hour?
Promotion Domain¶
promotions — Promotions high¶
| Level | Label | Description |
|---|---|---|
| ⬜ 0 | Absent | Promotions managed manually per channel. Inconsistencies are common. |
| 🟥 1 | Ad hoc | Centralised promotion setup but executed differently per channel. |
| 🟧 2 | Fragmented | Promotion engine exists but only covers some channels. |
| 🟨 3 | Integrated | Unified promotion engine. Consistent application and stackability rules across all channels. |
| 🟩 4 | Optimised | AI-personalised promotions. Real-time offer optimisation. Closed-loop effectiveness measurement. |
Assessment Questions:
- Are promotions evaluated and applied consistently across all channels?
- Can you run a promotion in all channels simultaneously from a single configuration?
- Can customers stack multiple promotions?
voucher-management — Voucher Management medium¶
| Level | Label | Description |
|---|---|---|
| ⬜ 0 | Absent | Vouchers are paper-based or channel-specific. No central management. |
| 🟥 1 | Ad hoc | Digital vouchers exist but only redeemable in the channel of issue. |
| 🟧 2 | Fragmented | Cross-channel vouchers exist but with manual reconciliation and latency. |
| 🟨 3 | Integrated | Unified voucher management. Real-time balance check. Cross-channel redemption with instant invalidation. |
| 🟩 4 | Optimised | Dynamic voucher generation based on customer behaviour. ML-optimised discount value. |
Assessment Questions:
- Can a voucher issued online be redeemed in store?
- Is voucher balance checked in real-time at point of redemption?
- Are single-use vouchers reliably invalidated after first use?
retail-media-management — Retail Media Management medium¶
| Level | Label | Description |
|---|---|---|
| ⬜ 0 | Absent | No retail-media management or closed-loop attribution exists. |
| 🟥 1 | Ad hoc | Sponsored placements are managed manually without reliable attribution. |
| 🟧 2 | Fragmented | Offer exposure or conversion data exists but consent and evidence controls are incomplete. |
| 🟨 3 | Integrated | Consent-aware sponsored offers and approved closed-loop attribution operate across priority touchpoints. |
| 🟩 4 | Optimised | Retail-media outcomes are continuously optimised with transparent incrementality and governance controls. |
Assessment Questions:
- Are sponsored offers activated and attributed through consent-aware, closed-loop evidence without changing core pricing ownership?
Store Domain¶
store-operations — Store Operations high¶
| Level | Label | Description |
|---|---|---|
| ⬜ 0 | Absent | Store operations fully disconnected from digital channels. |
| 🟥 1 | Ad hoc | Store has basic POS with no UC process support. |
| 🟧 2 | Fragmented | Store supports some UC processes (e.g. BOPIS) but with manual handoffs. |
| 🟨 3 | Integrated | Store fully integrated into UC. All UC processes operable from store devices. Real-time dashboard. |
| 🟩 4 | Optimised | Autonomous store operations with AI-driven task management, queue prediction and associate coaching. |
Assessment Questions:
- Can store staff initiate any UC process (BOPIS, BORIS, ship-from-store) from their device?
- Is the store dashboard updated in real-time with pending click-and-collect orders?
- Can a store operate with partial or no connectivity?
loss-prevention — Loss Prevention high¶
| Level | Label | Description |
|---|---|---|
| ⬜ 0 | Absent | Loss prevention is reactive with no structured anomaly case workflow. |
| 🟥 1 | Ad hoc | Staff handle alerts manually with inconsistent evidence and outcome recording. |
| 🟧 2 | Fragmented | Anomaly detection exists but case management or policy controls are fragmented. |
| 🟨 3 | Integrated | Evidence-governed cases, interventions, outcomes, and false positives are managed consistently. |
| 🟩 4 | Optimised | Loss prevention optimises intervention quality using measured shrink, service, and false-positive outcomes. |
Assessment Questions:
- Are anomaly signals triaged into auditable cases with authorised interventions and false-positive tracking?