Case Study: Moss Bros boosts conversion with Columbus CX optimisation

Moss Bros boosts conversion and AOV with Columbus

Moss Bros, a leading UK menswear retailer, faced challenges with its online customer experience, including a complex purchase journey for suits and difficult site navigation that were impacting conversion rates. They partnered with Columbus to implement a continuous optimisation program focused on customer experience (CX), using customer research, behavioural analytics, and data-driven experimentation to identify and address these friction points.

Columbus redesigned the suit purchasing process to simplify buying complete outfits and overhauled the site navigation to be more intuitive. This solution led to measurable improvements, including an increased conversion rate, a lower bounce rate, higher time on site, and a higher average order value. By building a culture of continuous optimisation, Columbus helped Moss Bros create a stronger foundation for long-term digital growth.

Moss Bros