Case Study: M&S improves customer-led site experiences with Contentsquare

How Contentsquare is helping M&S put the customer at the heart of the site experience

M&S, the leading British retailer, needed to balance commercial priorities with a truly customer-first website experience as customer behavior became more unpredictable and trading performance fluctuated. To support its goal of increasing lifetime value and strengthening its style-led fashion proposition, M&S turned to Contentsquare and its Experience Intelligence platform, alongside professional services and bespoke training.

Contentsquare helped M&S use Heatmaps to optimize landing pages, Journey Analysis to spot drop-off points, and visual, shareable insights to brief stakeholders more effectively. The result was a more data-led approach across teams, with consistent data used company-wide and faster decision-making backed by instant website insights from Contentsquare.

M&S

Sreena Jamieson

Head of Online Business Change