Management Research Reports

• Operationalizing CX: Organizational Strategies for Delivering Superior Omnichannel Experiences

  A report analyzing the top challenges organizations face in delivering high-quality customer journeys at scale. This report provides a framework for building CX maturity and includes 29 case studies from real organizations demonstrating effective tactics resulting in mature CX operations.

• UX Metrics and ROI

  A collection of 44 real-life case studies highlighting how teams have used UX metrics to assess the impact of their design changes. The report includes advice on how to apply these approaches to your own work, as well as detailed quantitative analysis of the metrics.

• User Experience Careers

  Get a glimpse of the UX field, i,e., the roles and responsibilities, unique backgrounds of practitioners entering the field, and the skills needed to work in UX today. This report details findings from over 700 professionals working in the UX field.

• Effective Agile UX Product Development

  Learn techniques for incorporating user experience practices into agile environments from companies that have done it successfully.

• Intranet Usability Guidelines: Findings from User Testing of 42 Intranets Vol. 09: Managing the Intranet and Teams

  A good intranet user experience requires management, strategy, governance, and appropriate resources. Follow 29 tips for creating and maintaining a solid intranet team.