The Challenge
Many of the client’s buyers were dropping off during purchase journeys
A Fortune 100 B2C Tech company that sells hundreds of products, subscription plans, and accessories, with 1.5M average daily digital visits. Conversion rates hovered between 0.8-1.2%, and the omnichannel purchase was low. Therefore, there was genuine leakage of sales opportunity. Digital teams used 100s of reports detailing journeys, heat maps, exit rates – but were yet in the dark on the root causes and experiential improvements to provide.
What works in the digital-first experience, what doesn't, and why? What improvements to prioritize?
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