Summary
As your CX partner, Columbus helps B2B and B2C organisations create connected customer experiences across every digital touchpoint. We combine customer insight, experience design, behavioural science, digital commerce and CRO to remove friction across key journeys, turning customer needs into higher conversion, stronger loyalty and measurable long-term value.
We have supported companies like yours
Improve your customer journeys with a CX partner
Customers expect connected experiences throughout their relationship with a brand. When journeys are fragmented, information is difficult to find or interactions require unnecessary effort, businesses risk losing customers, conversion and loyalty.
As a customer experience partner, Columbus helps organisations connect the moments that matter, from discovery and product research to purchase, service and repeat engagement. Using customer insight, behavioural data and experimentation, we identify friction and prioritise improvements that make journeys easier while supporting measurable commercial outcomes.
Our CX consulting services and customer experience service combine strategy with digital commerce, UX, behavioural science and CRO. This allows us to turn customer insight into practical changes that can improve conversion, strengthen loyalty, increase customer lifetime value and reduce the cost of service.
Our CX consulting services and expertise
We combine CX strategy with digital commerce, customer insight, behavioural science and CRO to improve the customer journeys that matter most to your business.
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Define a clear CX strategy that connects customer needs with business objectives. We help you identify priorities, set measurable goals and build a roadmap for improving experiences across your organisation.
Define a clear CX strategy that connects customer needs with business objectives. We help you identify priorities, set measurable goals and build a roadmap for improving experiences across your organisation.
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Understand what customers need, expect and experience through customer research, feedback, behavioural data and analytics. We turn these insights into evidence-based decisions that help you address friction and improve the moments that matter.
Understand what customers need, expect and experience through customer research, feedback, behavioural data and analytics. We turn these insights into evidence-based decisions that help you address friction and improve the moments that matter.
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Map and assess customer journeys across digital and physical touchpoints to identify gaps, friction and opportunities for improvement. We help you prioritise changes that make interactions easier, create more connected experiences and support conversion and retention.
Map and assess customer journeys across digital and physical touchpoints to identify gaps, friction and opportunities for improvement. We help you prioritise changes that make interactions easier, create more connected experiences and support conversion and retention.
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Create intuitive, customer-centred digital experiences that make it easier for people to find information, make decisions and complete tasks. We combine UX research, interaction design and behavioural science to improve usability, accessibility and customer confidence.
Create intuitive, customer-centred digital experiences that make it easier for people to find information, make decisions and complete tasks. We combine UX research, interaction design and behavioural science to improve usability, accessibility and customer confidence.
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Improve the performance of your digital experiences through conversion rate optimisation, A/B testing and continuous experimentation. We identify what prevents customers from converting, test improvements and use the results to increase conversion and revenue.
Improve the performance of your digital experiences through conversion rate optimisation, A/B testing and continuous experimentation. We identify what prevents customers from converting, test improvements and use the results to increase conversion and revenue.
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Build stronger customer relationships by understanding what drives satisfaction, trust and repeat engagement. We identify opportunities to improve experiences across the customer lifecycle, strengthen loyalty and increase customer lifetime value.
Build stronger customer relationships by understanding what drives satisfaction, trust and repeat engagement. We identify opportunities to improve experiences across the customer lifecycle, strengthen loyalty and increase customer lifetime value.
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Make better use of your existing CX platforms and digital technologies. We help assess how systems, data and digital commerce capabilities support customer interactions, identify gaps and improve how technology enables connected customer experiences.
Make better use of your existing CX platforms and digital technologies. We help assess how systems, data and digital commerce capabilities support customer interactions, identify gaps and improve how technology enables connected customer experiences.
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Turn your CX ambitions into a structured programme of improvements. We help establish priorities, align teams, define responsibilities and measure progress to build customer experience capabilities that can evolve with your business.
Turn your CX ambitions into a structured programme of improvements. We help establish priorities, align teams, define responsibilities and measure progress to build customer experience capabilities that can evolve with your business.
Customer experience strategy and advisory
Define a clear CX strategy that connects customer needs with business objectives. We help you identify priorities, set measurable goals and build a roadmap for improving experiences across your organisation.
Customer research, voice of the customer and behavioural insight
Understand what customers need, expect and experience through customer research, feedback, behavioural data and analytics. We turn these insights into evidence-based decisions that help you address friction and improve the moments that matter.
Customer journey mapping, analysis and optimisation
Map and assess customer journeys across digital and physical touchpoints to identify gaps, friction and opportunities for improvement. We help you prioritise changes that make interactions easier, create more connected experiences and support conversion and retention.
UX and experience design
Create intuitive, customer-centred digital experiences that make it easier for people to find information, make decisions and complete tasks. We combine UX research, interaction design and behavioural science to improve usability, accessibility and customer confidence.
Conversion rate optimisation (CRO) and experimentation
Improve the performance of your digital experiences through conversion rate optimisation, A/B testing and continuous experimentation. We identify what prevents customers from converting, test improvements and use the results to increase conversion and revenue.
Customer loyalty and retention
Build stronger customer relationships by understanding what drives satisfaction, trust and repeat engagement. We identify opportunities to improve experiences across the customer lifecycle, strengthen loyalty and increase customer lifetime value.
CX technology and digital experience optimisation
Make better use of your existing CX platforms and digital technologies. We help assess how systems, data and digital commerce capabilities support customer interactions, identify gaps and improve how technology enables connected customer experiences.
CX management, roadmaps and transformation
Turn your CX ambitions into a structured programme of improvements. We help establish priorities, align teams, define responsibilities and measure progress to build customer experience capabilities that can evolve with your business.
Customer case
Moss Bros increased conversion through CX optimisation
By improving site navigation and personalising the shopping experience, Moss Bros increased conversion rates, engagement and average order value while creating a stronger foundation for long-term digital growth.
Build a customer experience strategy that delivers results
We partner with you to shape customer experience around your commercial objectives. Combining customer insight, experimentation and measurement, we identify key journeys and prioritise the improvements that can deliver the greatest value
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Create a clear customer experience strategy and roadmap that connects customer outcomes with measurable commercial goals and gives your teams clear priorities.
Create a clear customer experience strategy and roadmap that connects customer outcomes with measurable commercial goals and gives your teams clear priorities.
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Gain evidence-based insight into your customers' needs, problems and behaviours through behavioural data, research and voice-of-the-customer insight.
Gain evidence-based insight into your customers' needs, problems and behaviours through behavioural data, research and voice-of-the-customer insight.
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Identify and test improvements across key journeys such as product discovery, checkout and service to increase conversion and customer loyalty.
Identify and test improvements across key journeys such as product discovery, checkout and service to increase conversion and customer loyalty.
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We work collaboratively with your teams to share methods, challenge assumptions and build long-term optimisation capability across your business.
We work collaboratively with your teams to share methods, challenge assumptions and build long-term optimisation capability across your business.
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Track the impact of changes across measures such as conversion, revenue contribution, service costs, customer sentiment and customer lifetime value.
Track the impact of changes across measures such as conversion, revenue contribution, service costs, customer sentiment and customer lifetime value.
Develop a CX strategy
Create a clear customer experience strategy and roadmap that connects customer outcomes with measurable commercial goals and gives your teams clear priorities.
Understand customer behaviour
Gain evidence-based insight into your customers' needs, problems and behaviours through behavioural data, research and voice-of-the-customer insight.
Prioritise customer journey improvements
Identify and test improvements across key journeys such as product discovery, checkout and service to increase conversion and customer loyalty.
Build CX capability across teams
We work collaboratively with your teams to share methods, challenge assumptions and build long-term optimisation capability across your business.
Measure the impact of CX
Track the impact of changes across measures such as conversion, revenue contribution, service costs, customer sentiment and customer lifetime value.
Frequently asked questions
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A CX partner helps organisations understand, design, improve and measure customer experiences across the customer journey. This can include CX strategy, customer research, journey mapping, UX, behavioural insight, experimentation, CRO and technology optimisation. A customer experience partner can also help connect these capabilities with wider digital commerce and business objectives.
A CX partner helps organisations understand, design, improve and measure customer experiences across the customer journey. This can include CX strategy, customer research, journey mapping, UX, behavioural insight, experimentation, CRO and technology optimisation. A customer experience partner can also help connect these capabilities with wider digital commerce and business objectives.
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Customer experience solutions are the strategies, services, technologies and processes used to improve how customers interact with a business. Whether implemented as a targeted CX solution or an end-to-end programme, they can include customer research, journey analysis, UX design, personalisation, CRO, customer feedback, analytics, CX platforms and other digital customer experience solutions.
Customer experience solutions are the strategies, services, technologies and processes used to improve how customers interact with a business. Whether implemented as a targeted CX solution or an end-to-end programme, they can include customer research, journey analysis, UX design, personalisation, CRO, customer feedback, analytics, CX platforms and other digital customer experience solutions.
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A customer experience platform (or CX platform) is a technology solution designed to help organisations manage, understand and optimise customer interactions across multiple touchpoints. Depending on the platform, this can include customer data, analytics, feedback, journey management, personalisation, marketing, service and experimentation capabilities. The exact functionality varies between CX platforms and technology providers.
A customer experience platform (or CX platform) is a technology solution designed to help organisations manage, understand and optimise customer interactions across multiple touchpoints. Depending on the platform, this can include customer data, analytics, feedback, journey management, personalisation, marketing, service and experimentation capabilities. The exact functionality varies between CX platforms and technology providers.
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Customer experience covers the broader relationship a customer has with a brand across channels and over time. UX focuses on how specific digital experiences and journeys work, while CRO uses experimentation and data to improve performance. At Columbus, these disciplines work together to create more connected experiences and measurable improvements.
Customer experience covers the broader relationship a customer has with a brand across channels and over time. UX focuses on how specific digital experiences and journeys work, while CRO uses experimentation and data to improve performance. At Columbus, these disciplines work together to create more connected experiences and measurable improvements.
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Customer experience can be measured using a combination of behavioural, customer and commercial metrics. These can include conversion rates, task completion, NPS or CSAT, repeat purchases, customer lifetime value and reasons for contacting customer service. Qualitative research and voice-of-the-customer insight can add context to the quantitative data.
Customer experience can be measured using a combination of behavioural, customer and commercial metrics. These can include conversion rates, task completion, NPS or CSAT, repeat purchases, customer lifetime value and reasons for contacting customer service. Qualitative research and voice-of-the-customer insight can add context to the quantitative data.
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Voice of the customer helps explain why customers behave as they do, rather than only showing what they do. Combining behavioural data with surveys, reviews, customer service feedback and user testing gives businesses direct insight into customer needs, problems and expectations, helping inform journey improvements and priorities.
Voice of the customer helps explain why customers behave as they do, rather than only showing what they do. Combining behavioural data with surveys, reviews, customer service feedback and user testing gives businesses direct insight into customer needs, problems and expectations, helping inform journey improvements and priorities.
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Focused improvements to areas such as checkout, product discovery and customer information can often be tested within weeks. Broader changes across customer journeys may take longer to implement and measure. The timeframe depends on the challenge, technology environment, scope and optimisation approach.
Focused improvements to areas such as checkout, product discovery and customer information can often be tested within weeks. Broader changes across customer journeys may take longer to implement and measure. The timeframe depends on the challenge, technology environment, scope and optimisation approach.
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Customer experience optimisation can take the form of a focused project targeting a specific journey or challenge, or an ongoing optimisation programme covering multiple areas over time. Costs vary depending on the scope, priorities, technology environment and level of support required. Once we understand your needs, we can provide a more accurate indication of the likely investment.
Customer experience optimisation can take the form of a focused project targeting a specific journey or challenge, or an ongoing optimisation programme covering multiple areas over time. Costs vary depending on the scope, priorities, technology environment and level of support required. Once we understand your needs, we can provide a more accurate indication of the likely investment.
What is a CX partner?
A CX partner helps organisations understand, design, improve and measure customer experiences across the customer journey. This can include CX strategy, customer research, journey mapping, UX, behavioural insight, experimentation, CRO and technology optimisation. A customer experience partner can also help connect these capabilities with wider digital commerce and business objectives.
What are customer experience solutions?
Customer experience solutions are the strategies, services, technologies and processes used to improve how customers interact with a business. Whether implemented as a targeted CX solution or an end-to-end programme, they can include customer research, journey analysis, UX design, personalisation, CRO, customer feedback, analytics, CX platforms and other digital customer experience solutions.
What is a customer experience platform?
A customer experience platform (or CX platform) is a technology solution designed to help organisations manage, understand and optimise customer interactions across multiple touchpoints. Depending on the platform, this can include customer data, analytics, feedback, journey management, personalisation, marketing, service and experimentation capabilities. The exact functionality varies between CX platforms and technology providers.
What is the difference between CX, UX and CRO?
Customer experience covers the broader relationship a customer has with a brand across channels and over time. UX focuses on how specific digital experiences and journeys work, while CRO uses experimentation and data to improve performance. At Columbus, these disciplines work together to create more connected experiences and measurable improvements.
How can I measure customer experience?
Customer experience can be measured using a combination of behavioural, customer and commercial metrics. These can include conversion rates, task completion, NPS or CSAT, repeat purchases, customer lifetime value and reasons for contacting customer service. Qualitative research and voice-of-the-customer insight can add context to the quantitative data.
Why is voice of the customer important for CX?
Voice of the customer helps explain why customers behave as they do, rather than only showing what they do. Combining behavioural data with surveys, reviews, customer service feedback and user testing gives businesses direct insight into customer needs, problems and expectations, helping inform journey improvements and priorities.
How quickly can customer experience improvements deliver results?
Focused improvements to areas such as checkout, product discovery and customer information can often be tested within weeks. Broader changes across customer journeys may take longer to implement and measure. The timeframe depends on the challenge, technology environment, scope and optimisation approach.
How much does customer experience optimisation cost?
Customer experience optimisation can take the form of a focused project targeting a specific journey or challenge, or an ongoing optimisation programme covering multiple areas over time. Costs vary depending on the scope, priorities, technology environment and level of support required. Once we understand your needs, we can provide a more accurate indication of the likely investment.
Get in touch
Garret Cunningham
VP Global CX
Senior e-commerce leader with 20+ years experience across UX and digital marketing. Helping grow e-commerce and digital brands as well as identifying why users hesitate, drop off or fail to convert — and fixing it through research-led UX and A/B testing.
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