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Customer-facing Web sites and applications are critical to making a good first impression, yet they often drive customers away by being hard to navigate and difficult to use. User experience engineering (UXE) can solve this problem and make a significant contribution to corporate profits, using some of the following tactics:
- Making money by increasing conversions and cross-channel sales.
- Making money by increasing upsell.
- Saving money by reducing contact center transactions.
Evaluate the approaches listed above with this ROI calculator and determine if they will yield adequate returns on a UXE investment.
This downloadable tool is associated with the research note, “User Experience ROI for Customer-Facing Sites: Spend a Buck, Make Two.”