4.9
Customer experience optimization for eCommerce
We connect your technology, acquisition, purchase journey, and loyalty into one system that reduces friction and grows revenue across your online store.
Trusted by 700+ leading brands worldwide
Trusted by 700+ leading brands worldwide
Two decades optimizing eCommerce experiences
600+
eCommerce specialists
$4B+
Generated for our clients per year
2100+
Projects completed
.png)
.png)
%201.png)
3 consecutive CX & design awards at Meet Magento
What customer experience optimization means for eCommerce
Customer experience optimization is the continuous, data-driven work of improving every touchpoint a shopper meets, from the first ad to checkout to the return visit, so your store loses less to friction and turns more traffic into revenue. For an eCommerce business, it runs technology, acquisition, the purchase journey, and loyalty as one connected system of digital experience optimization.
See how we run an eCommerce CX audit before we optimize.
Why eCommerce brands choose scandiweb for CX
A store's experience is built by many teams at once: frontend, marketing, merchandising, checkout, and support. When each one optimizes alone, the journey never adds up. scandiweb runs the whole system together, so a gain in one area carries through to the rest.
One team for the whole journey
Technology, acquisition, purchase, and loyalty are handled by one accountable team, so nothing falls between specialists who never speak to each other.
Built by eCommerce specialists
Your work is done by people who build and grow online stores every day: developers, UX researchers, analysts, and merchandisers under one roof.
Decisions made from data
We read your analytics, session recordings, and customer feedback before we change anything, so each optimization is based on evidence.
Certified engineering behind every change
As Adobe Solution Partner Gold and Hyvä Platinum Partner, we ship changes that hold up in production and pass Core Web Vitals.
One contact who owns your goals
A dedicated delivery manager keeps every team aligned to your KPIs, so you spend less time coordinating and more time seeing results.
Support that continues after launch
Optimization is ongoing. We monitor, test, and refine your store month after month, with 24/7 support when something urgent comes up.
See where your store loses customers
%20(1).png)
How we optimize your customer experience
Our customer experience optimization services start by finding where shoppers drop off. Across the full journey, from first visit to post-purchase and returns, we combine analytics, user research, and testing to find the issues blocking conversions, then ship a plan your team can act on. You get a CX audit and a prioritized roadmap across all four pillars.
Our CX practice is led by Olga Kimalana, Senior Conversion Strategist, with over 10 years of customer experience work for brands including the New York Times and Läderach.
The four parts of your CX optimization
Your customer experience runs across four connected areas of the store. The four depend on each other, so we optimize them together and measure the effect on revenue across the whole journey.
Technology
We get the foundation right: frontend speed, on-site search, and the systems behind the store — PIM, OMS, CMS, and payments — so the experience is fast and reliable on every device.
Acquisition and engagement
We bring the right traffic and message to your store through organic search, content, email, and paid channels, backed by research and A/B testing so spend turns into engaged shoppers.
Purchase journey
We make buying effortless on mobile and desktop: clear product pages, merchandising that helps people decide, and a checkout with no dead ends, which lifts conversion and cuts cart abandonment.
Loyalty and retention
We turn first-time buyers into repeat customers with personalization, loyalty programs, and CRM, informed by customer engagement and loyalty research so more revenue comes from the customers you already have.
.png)
CX results from real eCommerce stores
Conversion, revenue, and repeat purchases we moved for brands optimizing their eCommerce experience.
.png)
Faster pages turned more of a home-goods giant's visits into orders
+20.1%
Checkout conversion rate
+58%
Unique purchases
+43.8%
Transactions
Learn more
.png)
A premium chocolatier turned a faster storefront into more sales
+47.8%
Conversions
+39%
Revenue
+25.5%
Engagement time
Learn more
Related CX services
Want more from the traffic you already have? We'll show you where.
Book a CX audit and we'll pinpoint the friction between your visits and your revenue, in priority order.
What eCommerce leaders say about scandiweb
.webp)
.png)
Frequently asked questions about CX optimization
What is customer experience optimization?
For an eCommerce store, customer experience optimization means improving how shoppers move through your site so more of them buy and come back. It works across the full journey: technology, acquisition, the purchase journey, and loyalty, fixing what blocks conversion and revenue at each stage. The goal is more value from the traffic you already have, measured against a baseline you set at the start.
What does CX optimization include for an eCommerce store?
It covers four connected areas. Technology keeps the store fast and reliable across devices and back-end systems. Acquisition and engagement bring the right traffic through search, content, and paid channels. The purchase journey makes buying effortless from product page to checkout. Loyalty and retention turn first-time buyers into repeat customers through personalization, loyalty programs, and CRM.
How do you measure CX optimization results?
We track the metrics that tie experience to money: conversion rate, average order value, engagement, and repeat-purchase or retention rate, then connect them to revenue. Before any work starts we set a baseline from your analytics, so every change is measured against it and you can see which optimization drove which result.
What's the difference between CX optimization and CRO?
CRO focuses on lifting the conversion rate of a page or funnel through testing. Customer experience optimization is broader: it covers the whole journey across technology, acquisition, purchase, and loyalty, and treats conversion as one outcome among several, alongside retention and lifetime revenue. Conversion rate optimization is one part of the wider CX program.
What is CX versus CRM?
CX, or customer experience, is the sum of every interaction a customer has with your brand across the whole journey. CRM, or customer relationship management, is the software and process for storing customer data and managing communication. CRM is one tool that supports customer experience optimization: the experience is the goal, and the CRM is part of how you deliver it.
How long does a CX optimization program take?
Most programs run as an ongoing 3 to 6 month cycle: a CX audit and quick wins in the first weeks, then a prioritized roadmap delivered in sprints. Some fixes ship in days, while deeper work across technology, the purchase journey, and loyalty continues to pay off over months. You get results early and keep improving as the program continues.
Get your free eCommerce CX optimization audit
Tell us about your store and where it's underperforming. We'll come back with a short read on where the experience loses revenue and the first optimizations we'd make, with no commitment.
Prefer to talk now? Book a call straight away, or email us at: [email protected]
More on CX optimization
Guides on auditing, retaining, and personalizing the eCommerce experience.
Ready to grow revenue from a better experience? Let's start.
Share your store and goals, and we'll come back with the first optimizations worth making and what they're worth.
