Digital customer experience (DCX)

Your website is your revenue engine. We make every step of it work.

Not a CRO agency. A DCX team for businesses with complex journeys, from first search to repeat order. Built for distributors, retailers and large-catalog brands.

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Get enquiries online instead? See how we help

Nine Gates · ExampleExample

01 · CitedDiscoverability

02 · CitedFindability

03 · ClickedRelevance

04 · ClickedClarity

05 · ClickedUsability

06 · ChosenTrust

07 · ChosenConversion

08 · ChosenAssistance

09 · ChosenRetention

Discoverability: AI answers mention 2 competitors, not you. Expert review queued.

Platforms and partners we work with

90+ProjectsAdvanced CX Solutions Deployed Across Industries

100+CX JourneysCustomer Journeys Optimized for Seamless Engagement

$250M+Impact in RevenueOptimizing customer journeys for sustainable profitability.

The problem

Your conversion rate is not the problem. It is where the problem shows up.

CitedBuyers ask an AI tool and it recommends a competitor.

ClickedThey land, search for a part number and get "no results".

ChosenThey hesitate at shipping costs and pick up the phone instead.

Cited, Clicked, Chosen

Nine gates every customer passes through.

Lost revenue shows up at conversion, but it usually starts earlier. We find the earliest gate that fails and fix that first.

CitedCan they find you?

01DiscoverabilityShowing up in Google, AI answers and marketplaces when buyers search.

02FindabilitySearch, menus and filters that get people to the right product or page fast.

ClickedDo they stay?

03RelevanceThe landing page matches what they searched for.

04ClarityThey understand what you offer, who it is for and what to do next.

05UsabilitySpeed, mobile, navigation and forms that never get in the way.

ChosenDo they buy, and come back?

06TrustReviews, specs, policies and proof that remove doubt.

07ConversionCheckout, quote, form, call or booking that works first time.

08AssistanceOrder updates, onboarding, enquiry follow-up and fast answers on calls, email, chat and WhatsApp.

09RetentionReorders, renewals and referrals.

See the Nine Gates framework

How we work

Diagnose. Build.

Every service sits under one of two stages, with an AI agent layer running across both.

01 · Find

Diagnose

Find the earliest failing gate before you spend on fixes.

DCX Audit SEO Audit Technical SEO Audit AI Visibility Audit CRO Audit

02 · Fix

Build

Fix the top issues in a 90-day sprint or a fixed-price job.

DCX Strategy and Transformation Conversion Rate Optimization AI Search Visibility (GEO)Digital Merchandising Catalog and Product Data

AI agent layerRuns across all three stages, watching all nine gates, every day. Experts decide before anything ships.

How it works

AI watches every gate. Experts decide and ship.

Always-on AI layer

Watches catalog, search, funnel and AI answers, and flags what changed.

CatalogSearchFunnelAI answers

Flagged now: zero-result searches on 2,300 part numbers

DiagnoseFind

BuildFix

RunKeep

Human in the loop

Experts check what AI flags, decide, build and ship.

Diagnose: Experts confirm the earliest failing gate and put a money value on fixing it.

Cited, Clicked, Chosenacross all nine gates →

Built for large catalogs

One fix, thousands of pages.

We fix templates, product data and search, not single pages. Change one product template or clean one attribute, and every page that uses it improves at once.

Part-number searchFilters and facetsSpecs and attributesB2B reorderQuotes and account pricingProduct feeds for AI

1 template fixed9,000+ pages improved

Two doors

Whether customers buy from you online or enquire online, they can drop off at any step.

I sell online

Product pagesSearchCheckoutReorders

ExampleA distributor whose search shows "no results" for common part numbers.

FixSearch tuning and product data.

I get enquiries online

Service pagesFormsDemo or bookingOnboarding

ExampleA rehab centre whose admission form asks 20 questions before a call.

FixShorter form, trust signals, call-back option.

Ways to start

Small enough to say yes to.

Each step sets up the next. Audits and fixed-price jobs sit beside the ladder as a side door, paid as you go or with prepaid credits.

Step 01Free AI scanAutomated. Nine Gate score, catalog health snapshot, zero-result search sample and AI visibility check. AI does the work, a human adds a two-line note before it goes out.About 48 hoursFree Step 02Most completeDCX AuditHuman-led. Finds the earliest failing gate and puts a money value on fixing it. Ends with a prioritised roadmap.About 30 daysPaid, fixed price Step 0390-day Build sprintFixes the top issues from the roadmap: templates, product data, search, tracking, first tests.90 daysFixed scope

Compare ways to work

Results by solution

One number for every solution.

Typical results from client work. Figures are illustrative.

All nine gates+68%more visitors reaching checkoutDCX Strategy and Transformation Conversion+62%conversion rate after six test cyclesConversion Rate Optimization Discoverability3xbrand citations in AI answersAI Search Visibility (GEO)Findability+78%lift in search-to-cart rateDigital Merchandising Clarity96%average attribute completenessCatalog and Product Data Measuring layer98%of key events tracked accuratelyDigital Analytics Retention+34%repeat orders from retention flowsGrowth Marketing Usability+75%lift in mobile conversionEcommerce Website Development

In their words

What clients say about working with us.

DCX Strategy and Transformation

The DCX roadmap gave our leadership one shared view of the journey. For the first time we fixed causes, not symptoms.

Michael TurnerDirector of Digital Strategy, Ridgeline Industrial Supply

Conversion Rate Optimization

Checkout tests were planned from real evidence, not opinions. Conversion went up and stayed up after each release.

Charlotte HughesHead of Ecommerce, Hartwell Home & Living

AI Search Visibility (GEO)

Within weeks we were showing up in AI answers for our core categories. Being cited changed our inbound mix.

Olivia BennettMarketing Director, Coastline Wellness

Digital Merchandising

Zero-result searches fell by more than two thirds. Our buyers find part numbers on the first try now.

Ryan MitchellMerchandising Manager, Northbay Outfitters

Catalog and Product Data

One template fix improved thousands of product pages at once. The catalog work paid for itself in the first month.

Seán O'ConnorEcommerce Manager, Liffey Electrical Wholesale

Digital Analytics

Our GA4 numbers finally match the ERP. The team stopped arguing about data and started acting on it.

Priya RamanDirector of Analytics, Veda Consumer Brands

Growth Marketing

Paid and organic now work as one plan. Cost per order dropped while new customer revenue grew.

Jessica AlvarezMarketing Manager, Brightwater Apparel

Ecommerce Website Development

The replatform landed on time with no traffic loss. Search, filters and B2B ordering all work better than before.

Daniel ClarkeIT Director, Pennine Tool Co.

Customer Experience Consulting

They mapped every step our customers take, online and offline. The quick wins alone justified the engagement.

Emily TremblayVP Customer Experience, Maple Ridge Home

Customer Journey Optimization

Drop-off between search and cart was costing us more than we knew. Fixing that one step lifted revenue across the site.

Jack HarrisonHead of Digital Product, Southern Cross Electronics

Ecommerce Consulting

Straight answers on platform, pricing and operations. Their advice saved us a year of trial and error.

Aoife MurphyManaging Director, Wicklow Beauty Co.

Run pods

Our Run pod feels like part of the team. AI flags issues daily and their experts fix them before we notice.

Arjun MehtaDirector of Ecommerce Operations, Saffron Home Retail

Insights

Notes on being Cited, Clicked, Chosen.

All insights

Digital CXJuly 14, 202617 min readDigital CX: A Complete Guide to Digital Customer ExperienceDigital Customer Experience (Digital CX) has become one of the strongest competitive differentiators in eCommerce. Product selection, pricing, and fulfillment remain important, but customers…Read now eCommerceJuly 14, 202612 min readeCommerce InsightsExplore expert eCommerce insights, industry trends, customer experience strategies, CRO, analytics, merchandising, AI search, and growth marketing from CXWorks.Read now Business ModelsJuly 28, 20268 min readeCommerce Business Models: Types, Examples, Benefits, and How to ChooseLearn about the most common eCommerce business models, including B2B, B2C, D2C, marketplaces, subscriptions, dropshipping, and wholesale, with examplesRead now

In depth

Premium Digital Customer Experience Partner for eCommerce Brands

CXWorks drives measurable eCommerce growth by aligning digital customer experience, analytics, merchandising, and acquisition into an integrated operating system.

CXWorks is a Digital Customer Experience and Growth partner for eCommerce brands across B2B, B2C, and D2C.

Modern eCommerce growth fails not because businesses lack technology, channels, or marketing investment. It fails because customer experience, analytics, merchandising, experimentation, AI search visibility, and growth marketing operate independently rather than as one connected system.

CXWorks helps B2B, B2C, and D2C eCommerce businesses identify where customer journeys break, prioritize the highest-impact improvements, and build measurable digital growth through one connected operating system.

Build: our services

Build 01DCX Strategy and TransformationOne roadmap and one team owning every gate.Gates: All nineView Build 02Conversion Rate OptimizationA testing program that fixes causes, not symptoms.Gates: Usability, Trust, ConversionView Build 03AI Search Visibility (GEO)Be the brand ChatGPT, Gemini and Google AI Mode recommend.Gates: DiscoverabilityView Build 04Digital MerchandisingSearch, filters and categories that turn browsing into buying.Gates: Findability, RelevanceView Build 05Catalog and Product DataClean, complete product data for search, filters and AI answers.Gates: Discoverability, Findability, ClarityView Build 06Digital AnalyticsTracking for orders and leads that every team trusts.Gates: All (the measuring layer)View Build 07Growth MarketingMore value from the traffic you already pay for.Gates: Discoverability, RetentionView Build 08Ecommerce Website DevelopmentBuilds, migrations and template work that ship on time.Gates: Usability, AssistanceView

Also exploreSolutions

Find your earliest failing gate.

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