An exhaustive Customer-Centricity Audit was delivered by two consultants with high profile industry leading expertise in this space.

This provided an assessment of internal processes, skill sets, tools, strategy and mindset for experimentation and customer centricity.

Strategy & Culture – how well conversion optimisation is aligned to the growth strategy of the business, whether the business is product or customer-led and the establishment of a continuous earning mindset.

Tools & Technology – tools and technology a company uses to enable a robust optimisation process. It included the web platform, data analysis and reporting tools, the usage of the testing platform, and additional technology that relates to conversion optimisation.

People & Skills – focusing on the variety of disciplines a business has in its digital team and its investment in multi-skilled individuals to implement an intelligent conversion optimisation strategy.
Including: user research, UX design, web development and data science.

Process & Methodology – approach to planning, delivering, analysing and reporting on conversion optimisation activities. It ranges from the approach to developing test hypotheses and the test design process, all the way to post-test analysis and the sharing of results throughout the business.

Extensive 1-1 employee interview research was used to gain clear, candid, honest insights in a representative vertical segment from the MD to the front line which allowed an accuracy and third-party perspective that would otherwise not have been visible.