Our CX audits are perfect for ambitious ecommerce brands looking to achieve a best-in class site experience with expert and focused guidance tailored to unique business goals and requirements.
Each CX audit starts with an open discovery session with the client to gain a thorough understanding of existing key pain points and frustrations, as well as goals and aspirations from all levels within the business. This also involves getting a deep understanding of areas across internal team processes, key stakeholder requirements, customer profiles and wider business objectives to ensure that we have essential information to build tailored recommendations.
After obtaining access to your ecommerce and analytics platforms, we start the audit and typically deliver within a 4-6 week period (inclusive of discovery sessions).
Our CX audits include an in-depth review of the end-end customer journey, focusing on key touch points including:
Brand experience (brand journey, content and value proposition)
Product discovery (navigation, search experience and key functionality like filtering)
Path to a frictionless checkout experience
Customer relationship management and communications
Post-purchase experience and technologies
Improving team efficiency through (leveraging tech stack or processes to reduce the manual overhead)
Mobile-specific usability and optimisations
We take a solution based approach with our audits, meaning that for each area we review, we provide tailored suggestions or recommendations alongside best-practice examples that are focused on achieving a best-in-class customer experience.
Audits are delivered in the form of an interactive presentation to core stakeholders to discuss our findings and provide documentation of all recommendations and priorities. There will also be a final handover meeting to ensure clients are prepared with all required information and are confident in key actions and next steps.
All audits are completely bespoke and unique to each client.
Team with a wide range of skills and focus, covering product ownership, technical solutions, marketing, strategy, and analysis
Deep experience in both technical and strategic areas (ranging from PIM implementation to CRM strategy)
Unbiased, impartial and fair team - we work with all technology partners and do not favour solutions based on commission or benefits
One of the world’s only Shopify Plus consultancy partners, alongside multiple Magento Certified Solutions Specialists
Experienced with most major platforms - Magento / Adobe, Shopify Plus, Salesforce Commerce Cloud, Shopware, BigCommerce, SAP, etc.
Strong relationships with majority of technology partners - ranging from PIM to personalisation to BI platforms
Supported a wide range of major ecommerce projects for brands from all over the world, including Bulletproof, The V&A, Self-Portrait, Science Museum Group, PMT Music, Totême, David Austin Roses, Sunspel and many more
Won multiple awards at leading ceremonies, including the eCommerce Awards and the UK eCommerce Awards