User Experience ROI for Customer-Facing Sites: Spend a Buck, Make Two


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User experience engineering (UXE) typically accomplishes an ROI of at least two dollars for every one invested in a customer-facing Web site or application, in one of the following ways:

  • Making money by increasing conversions and cross-channel sales.
  • Making money by increasing upsell.
  • Making money by improving customer retention.
  • Saving money by reducing contact center transactions.
  • Saving money by reducing development costs.
  • Saving money by reducing maintenance costs.

Understand the business case, read examples, and learn how to do several UXE ROI calculations by reading this research note.

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