I help ecommerce and digital service businesses improve customer experience and grow revenue through data-led behavioural analysis. With more than 25 years working across design, development and digital strategy, I specialise in understanding how customers actually use websites and turning those insights into practical improvements that increase conversion, engagement and business performance. Read more.
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Conversion Hierarchy and embracing the messy middle
During my time leading the digital team at The Royal Mint, I found myself at…
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Forecasting Website Traffic, how much search volume do you need?
Being asked “How much traffic do we need to generate?”, I believed would be a…
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Agreeing prioritisation of digital programmes and projects
In 2018, I pivoted from agency life into a corporate role, this was a huge…
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Optimising the performance of your customer journey, but where do you start?
It’s an age-old question: how do you know… How do you know it worked? How…
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Driving focus with a North Star Metric
Monthly Active Customers, Monthly Recurring Revenue, Daily Active Users, Customer Lifetime Value, Time Per Visit,…